Remote Retention Strategist for High-Value Accounts

Property Leads; United States; Remote; USD 85,000 - 115,000; Full time

Benefits offered by this job

401k

Medical

Vision

Dental

Job summary

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

Responsibilities include reviewing health signals, building action plans, and documenting outcomes while coordinating with internal teams to fix root causes. This role is remote within the US.

Qualifications

• 3–5+ years in Customer Success, Account Management, Retention, or related B2B role.
• Strong de-escalation, negotiation, and consultative communication skills.
• Experience coaching or training customer-facing teammates.
• Comfortable working in a CRM and turning account data into a plan of action.
• Nice to have: SaaS/lead-gen background, real estate investors or small-business customers, churn/NRR metrics.

Responsibilities

• Own retention for high-risk or high-value accounts: review health signals and prioritize by risk and revenue exposure.
• Build account-specific save plans with clear actions, owners, and follow-up dates.
• Document every retention conversation and outcome.
• Escalation point for complex cancellation risk: de-escalate and coordinate fixes with Ops/Product/Billing/Sales.
• Coach CSMs on pre-churn conversations and establish rules for escalation vs. direct handling.
• Turn churn patterns into playbooks, SOPs, and process fixes with leadership input.
• Support expansion conversations on retained accounts after core concerns are resolved.

Skills

Customer Success

Account Management

Retention

De-escalation

Negotiation

Coaching

CRM proficiency

Playbooks

NRR metrics

Tools

CRM

Job description

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

Responsibilities include reviewing health signals, building action plans, and documenting outcomes while coordinating with internal teams to fix root causes. This role is remote within the US.