Hybrid SaaS Retention Specialist - Save & Grow Revenue

Constant Contact, Inc.; United States, Northern America, Americas; Hybrid; USD 52,000 - 58,000; Full time

Benefits offered by this job

Hybrid work model

Health and welfare benefits including

Paid leave

Job summary

Constant Contact is seeking a seasoned Retention Specialist to act as a trusted advisor to customers considering cancellations or downgrades. You will drive save opportunities, apply consultative strategies, and collaborate with Billing, Success, and Product teams to reduce churn and preserve revenue.

Ideal candidates bring 2+ years in retention/inside sales within SaaS, strong communication, and a track record of meeting retention goals.

Qualifications

• 2+ years in a Customer Retention, Inside Sales, or Account Management role (SaaS/subscription-based preferred).
• Strong verbal and written communication with ability to handle sensitive conversations.
• Experience with save-rate metrics or quota-based goals.
• Ability to turn negatives into positives during challenging calls.
• Familiarity with CRM best practices and customer lifecycle stages.

Responsibilities

• Respond promptly to retention inquiries via phone, email, and Salesforce cases, delivering positive outcomes.
• Handle cancellation/downgrade requests using consultative retention techniques.
• Identify industry and usage patterns to tailor messaging and marketing strategies.
• Recommend relevant features or account optimizations based on customer needs.

Skills

Retention experience

Negotiation

Communication

CRM familiarity

Data analysis

System navigation

Tools

Salesforce

Stripe

Five9

IEX

Verint

Job description

Constant Contact is seeking a seasoned Retention Specialist to act as a trusted advisor to customers considering cancellations or downgrades. You will drive save opportunities, apply consultative strategies, and collaborate with Billing, Success, and Product teams to reduce churn and preserve revenue.

Ideal candidates bring 2+ years in retention/inside sales within SaaS, strong communication, and a track record of meeting retention goals.