Retention & Contracts Specialist — Customer Care

NexHealth; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K & commuter benefits

Flexible PTO

Impactful work

Job summary

NexHealth is seeking a Retention & Contract Specialist to protect revenue and customer experience during churn moments. The role sits within Customer Care and collaborates across teams to forecast, document, and execute retention strategies.

The position emphasizes process excellence, sound judgment, and empathy, with responsibilities spanning off-boarding and contract clarity to protect billing and renewals.

Qualifications

• 2+ years experience in Customer Support, Retention, Customer Success Operations, or a related function.
• Strong written and verbal communication skills.
• Experience working in a CRM or ticketing system (HubSpot preferred).
• Ability to interpret and explain contract or billing terms to customers.
• High attention to detail and comfort managing multiple active cases.
• Ability to remain calm, empathetic, and professional in sensitive customer situations.

Responsibilities

• Own customer retention and off-boarding cases from creation through closure in HubSpot.
• Conduct structured discovery conversations to understand customer intent and risk.
• Clearly communicate contract obligations and off-boarding details to customers.
• Determine and execute the appropriate resolution paths.
• Build and document success plans for retention cases with clear next steps and timelines.
• Collaborate cross-functionally with Customer Success, Support, Finance, Operations, and Product.

Skills

Customer Support

Retention

Customer Success Ops

Communication

HubSpot

Attention to detail

Empathy

Tools

HubSpot

Job description

NexHealth is seeking a Retention & Contract Specialist to protect revenue and customer experience during churn moments. The role sits within Customer Care and collaborates across teams to forecast, document, and execute retention strategies.

The position emphasizes process excellence, sound judgment, and empathy, with responsibilities spanning off-boarding and contract clarity to protect billing and renewals.