Remote Retention Specialist for High-Value Accounts

Property Leads; United States; Teletrabalho; USD 65 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

401k

Medical

Vision

Dental

Resumo da oferta

Property Leads is seeking a Retention Specialist to own responses to customers at risk of canceling. You will handle high-stakes escalations, build save plans, and coach Customer Success Managers to catch problems before they escalate.

You will document every interaction, coordinate with Ops/Product/Billing/Sales to fix root causes, and contribute to churn reduction with data-driven playbooks and process improvements.

Qualificações

• 3–5+ years in customer-facing roles (CS, AM, retention).
• Strong de-escalation, negotiation, consultative communication.
• Experience coaching or training teammates.
• CRM experience and turning account data into action plans.
• Nice to have SaaS/lead-gen background, real estate investors, churn/NRR metrics.

Responsabilidades

• Own retention for high-risk or high-value accounts: review health signals and reach out proactively.
• Build account-specific save plans with clear actions, owners, and follow-up dates.
• Document every retention conversation and outcome.
• Escalation point for complex or sensitive cancellation risk; coordinate with Ops/Product/Billing/Sales to fix root causes.
• Coach CSMs on pre-churn conversations and set rules for when to elevate vs. handle directly.
• Turn churn patterns into playbooks, SOPs, and process fixes; partner with Senior Manager on what to change.
• Support expansion conversations on retained accounts, after core concerns are resolved.

Conhecimentos

Customer Success

De-escalation

Negotiation

CRM skills

Coaching teammates

Ferramentas

CRM Software

Descrição da oferta de emprego

Property Leads is seeking a Retention Specialist to own responses to customers at risk of canceling. You will handle high-stakes escalations, build save plans, and coach Customer Success Managers to catch problems before they escalate.

You will document every interaction, coordinate with Ops/Product/Billing/Sales to fix root causes, and contribute to churn reduction with data-driven playbooks and process improvements.