Retention Specialist

Constant-Contact; Waltham (MA); Hybrid; USD 48,712,000 - 57,308,000; Full time

Job summary

Constant Contact is seeking a seasoned Retention Specialist to act as a trusted advisor for customers at a critical decision point. You will engage customers considering cancellation or downgrade, applying consultative, empathetic, and solutions-driven approaches to demonstrate ongoing value of the platform.

Ideal candidates bring 2+ years in retention or related roles within SaaS, with strong communication skills, negotiation experience, and a data-driven mindset.

Qualifications

• 2+ years in a Customer Retention, Inside Sales, or Account Management role (SaaS/subscription)
• Strong verbal and written communication skills for sensitive conversations
• Demonstrated experience with save-rate driven metrics or quota-based goals
• Ability to turn negative experiences into positive outcomes
• Strong analytical thinking to assess account history and billing patterns
• Familiarity with Salesforce, Stripe, Five9, IEX, Verint and CRM best practices preferred
• Growth mindset with fast adaptation in a high-paced environment
• Ability to navigate multiple systems to resolve inquiries

Responsibilities

• Respond promptly to customer retention inquiries via phone, email, and Salesforce cases
• Handle cancellation or downgrade requests, using retention techniques
• Personalize messaging based on industry and usage trends to align with business goals
• Recommend relevant features and account optimizations
• Use save offers based on call type and engagement data
• Collaborate with Billing, Tier 1, Customer Success, and Product Support teams
• Track cancellation reasons and participate in pilots or process improvements

Skills

Customer retention

Communication (verbal)

Negotiation

Problem solving

Analytical thinking

Sales metrics (save rate)

CRM knowledge (Salesforce)

Cross-functional collaboration

Adaptability

Tools

Salesforce

Stripe

Five9

IEX

Verint

Job description

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

As a Retention Specialist at Constant Contact, your role is to become a trusted advisor and advocate for our customers at a critical decision point. You will engage directly with customers expressing an intent to cancel or downgrade, and through your consultative, empathetic, and solutions-driven approach, you’ll help them rediscover the value of our platform. This position is pivotal in preserving revenue, reducing churn, and ensuring our customers feel heard, supported, and successful.

This is not an entry-level position. You must demonstrate seasoned judgment, advanced negotiation techniques, and a deep understanding of how our platform supports small businesses and nonprofits.

What You’ll Do

• Customer Retention ExcellenceRespond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes.
• Handle Save OpportunitiesManage inbound calls from customers requesting cancellation or downgrade. Apply problem-solving and retention techniques to overcome objections and highlight solution-based value.
• Tailored Consultative SupportIdentify the customer's industry, pain points, and usage trends to personalize your messaging and propose marketing strategies that align with their business goals.
• Execute Retention StrategiesLeverage a structured offer tree, active listening, and product knowledge to recommend relevant features, services, or account optimizations.
• Offer Management & ComplianceUse save offers judiciously based on call type, business rules, customer potential, and historical engagement data.
• Cross-Functional CollaborationWork collaboratively with Billing, Tier 1, Customer Success, and Product Support teams to resolve any underlying customer issues driving churn.
• Insights & Special ProjectsTrack cancellation reasons, identify trends, and participate in pilots or process improvements that enhance customer satisfaction and business performance.

What You Bring

• 2+ years in a Customer Retention, Inside Sales, or Account Management role (preferably in a SaaS, tech, or subscription-based business)
• Strong verbal and written communication skills with a proven ability to handle sensitive customer conversations confidently
• Demonstrated experience with save-rate driven metrics or quota-based goals
• Ability to navigate difficult conversations and turn negative experiences into positive outcomes
• Strong analytical thinking with the ability to assess account history, campaign effectiveness, and billing patterns
• Familiarity with Salesforce, Stripe, Five9, IEX, Verint and customer lifecycle stages, and CRM best practices preferred
• A growth mindset—someone who learns quickly, adapts in a fast-paced environment, and thrives on hitting goals
• The ability to navigate multiple systems to resolve customer inquiries.

Performance Metrics (Industry Best Practices)

• Save Rate Target: 40%+ on qualified cancellation calls -measures the percentage of customers who decide to keep their account after speaking with a Retention Specialist
• Talk Time Goal: 8–12 minutes average to allow for consultative interactions
• Invoice Retained: The Invoice Retained metric is one of the two primary KPIs used to evaluate the performance of the Retention team (the other being Save Rate). While Save Rate measures the percentage of customers who decide to keep their account after speaking with a Retention Specialist, Invoice Retained focuses on the revenue impact of those saves
• Retention Offer Usage: Within compliance of offer policy and guidelines
• 7-Day Stick Rate: Key retention validation metric (customer remains post-interaction)

Why This Role Matters

Retention Specialists are the frontline defense against revenue loss. Your ability to retain customers directly contributes to our business sustainability, customer trust, and brand reputation. You will be equipped with tools, training, and real-time data insights to help you succeed in delivering measurable impact—while advocating for and celebrating our customers.

Why Join Constant Contact

At Constant Contact, we don’t just help small businesses market smarter—we help them stay in business. You’ll be part of a passionate, high-performing team that drives retention through meaningful conversations, proactive problem-solving, and customer-focused strategy.

In addition to the hourly rate this role has additional earning incentives

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees

$17 - $20 USD

Why You’ll Love Us:

• We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
• You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [e-mail].

Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.