Remote SaaS Retention Strategist

UENI; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

UENI is seeking a Retention Specialist to join our Customer Service team. You will focus on customers trying to cancel and those at risk of leaving, working across phone, chat, and email to prevent churn. This role emphasizes outcomes: strengthening relationships and preserving recurring revenue.

You will own end-to-end cancellation conversations, proactively reach out to at-risk customers, and tailor retention offers based on each situation. A reliable remote setup is required.

Qualifications

• Experience in retention, cancellations, renewals or win-back.
• Experience in SaaS with recurring revenue.
• Evidence of handling difficult conversations.
• English proficiency level (B2/C1 or above).
• Remote working readiness.

Responsibilities

• Own cancellation conversations end-to-end across phone, chat, and email.
• Reach out proactively to customers at risk of churn using signals and past interactions.
• Make retention offers based on customer situation with clear guidelines.
• Manage cancellation conversations through chat and email with persuasive communication.
• Understand the product well enough to challenge cancellation reasons on the spot.

Skills

Communication skills

English proficiency

Problem solving

Customer empathy

Remote work readiness

Education

SaaS Customer Success experience

Tools

CRM software

Chat/Email/Phone handling

Job description

UENI is seeking a Retention Specialist to join our Customer Service team. You will focus on customers trying to cancel and those at risk of leaving, working across phone, chat, and email to prevent churn. This role emphasizes outcomes: strengthening relationships and preserving recurring revenue.

You will own end-to-end cancellation conversations, proactively reach out to at-risk customers, and tailor retention offers based on each situation. A reliable remote setup is required.