Retention Specialist

Previ; Lehi (UT); Presencial; USD 45 000 - 55 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

$0 benefit premiums

$40/month cell phone stipend

Exclusive employee phone program

Resumo da oferta

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.

Qualificações

• 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).

Responsabilidades

• 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.

Conhecimentos

Retention experience

Clear communication

Empathy and composure

Analytical mindset

CRM experience

Ferramentas

Intercom

Descrição da oferta de emprego

Compensation: $55k target - $45k base + Commission

Location: On-site in Lehi, Utah

Schedule: 9:00 AM – 5:00 PM

Retention Specialist

Previ, Inc. · Member Services · Full-time

Compensation: $55k target - $45k base + Commission

Location: On-site in Lehi, Utah

Schedule: 9:00 AM – 5:00 PM

About Previ

Previ helps employees save more of their hard-earned paycheck. Through partnerships with employers, perks platforms, and professional associations, we give members access to meaningful savings on everyday essentials, starting with wireless service. Our mission is to close the gap between the financial wellness benefits people are offered and the ones they actually need.

The Role

As a Retention Specialist, you're the last line of defense against churn. When a member considers leaving, you're the person who helps them see the full value of their membership and makes sure their experience with Previ ends well, whether they stay or go.

This is more than a save desk. Every conversation tells us something. Members leave for different reasons: cost, a competing device promotion, a frustrating experience, a missing feature, or expectations that weren't set clearly from the start. You'll capture those signals and turn them into insights that shape how Previ improves the member experience across the company.

What You'll Do

• Retain members. Connect with members by phone, text, chat, and email who are looking to cancel, listen to what's driving the decision, and explain the savings and benefits Previ provides.
• Deliver a graceful exit. When a save isn't possible, make sure the member has a smooth, respectful transition that leaves the door open for their return.
• Turn conversations into insight. Gather structured feedback on why members leave and share clear, actionable findings with leadership.
• Drive improvement across the business. Work with Onboarding, Product, Engineering, and Member Services to fix what's in our control, and raise the issues we can't fix yet so we can set better expectations for future members.
• Tell the Previ story well. Make sure every member understands the value their membership delivers.

What You'll Bring

• 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, plus the persuasion skills to change a mind without pressure
• A curious, analytical mindset: you notice patterns and want to know why
• Motivation from goals, metrics, and performance-based pay
• Comfort with CRM and support tools (Intercom experience is a plus)

Compensation

• Base pay: $45,000 (salary)
• Commission: $10,000 target per year ($833/month)
• On-target earnings: $55,000 per year

Benefits

• $0 benefit premiums. Previ covers 100% of the premium cost for you and your family.
• $40/month cell phone stipend for service through Previ
• Exclusive employee phone program with significantly discounted line pricing (varies by carrier)
• Join a growing company with a clear mission, where your work directly shapes the member experience

Why This Role Matters

Retention is where Previ learns the most. The people on this team protect revenue, and they also give leadership the clearest view of what members need. If you want work where your conversations lead to real changes, we'd love to hear from you.

Previ is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.