Member Retention Specialist | On-site Lehi, UT

Previ; Lehi (UT); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

$0 benefit premiums

$40/month cell phone stipend

Exclusive employee phone program

Job summary

Previ, Inc. is actively seeking a Retention Specialist to prevent churn and demonstrate the full value of memberships. You will engage with members by phone, text, chat, and email, guiding them through the decision process and ensuring a positive outcome whether they stay or leave.

You will capture feedback and translate it into actionable insights, partnering with Onboarding, Product, Engineering, and Member Services to improve the customer experience across the company.

Qualifications

• Experience in retention, customer success, sales, or a high-volume customer support role.
• Clear, confident communication across voice and written channels.
• Empathy and composure in difficult conversations.
• An analytical mindset to notice patterns and derive insights.
• Experience with CRM and support tools (Intercom is a plus).

Responsibilities

• Retain members by connecting with them via phone, text, chat and email to understand churn drivers and explain savings.
• Deliver a graceful exit when a save isn’t possible, ensuring a respectful transition.
• Turn conversations into actionable insights for leadership.
• Collaborate with Onboarding, Product, Engineering, and Member Services to drive improvements.
• Tell the Previ story effectively so members understand the value of their membership.

Skills

Retention experience

Clear communication

Empathy and composure

Analytical mindset

CRM experience

Tools

Intercom

Job description

Previ, Inc. is actively seeking a Retention Specialist to prevent churn and demonstrate the full value of memberships. You will engage with members by phone, text, chat, and email, guiding them through the decision process and ensuring a positive outcome whether they stay or leave.

You will capture feedback and translate it into actionable insights, partnering with Onboarding, Product, Engineering, and Member Services to improve the customer experience across the company.