Retention Specialist -Hybrid

Quench USA, Inc.; King of Prussia (PA); Hybrid; USD 48,000 - 58,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401(k) match

Unlimited Paid Time Away

Parental leave

Job summary

Quench USA, Inc. is looking for a Hybrid Retention Specialist in King of Prussia, PA. This role focuses on handling customer cancellations and strengthening retention through consultative conversations and cross-functional collaboration. The ideal candidate has over 2 years of experience in sales or customer success, with strong communication and organizational skills. The position features a hybrid work model, a salary range of $48,000 - $58,000, and comprehensive benefits including medical, dental, vision, and 401(k) matching.

Qualifications

• 2+ years of experience in sales, account management, or customer retention.
• Ability to handle objections and convert cancellations into renewals.
• Excellent verbal and written communication skills.

Responsibilities

• Handle cancellation requests and conduct discovery conversations.
• Collaborate with cross-functional teams to resolve barriers.
• Maintain CRM documentation of customer interactions.

Skills

Consultative skills

Empathy

Communication skills

CRM proficiency

Organizational skills

Tools

Salesforce

Microsoft Office Suite

Job description

About the Role

The Hybrid Retention Specialist plays a critical revenue‑protection role in handling customer cancellation requests and preventing churn. This position requires strong consultative skills, empathy, and the ability to understand customer concerns, work collaboratively with internal teams to resolve barriers, and finalize modified agreements that strengthen retention.

Key Responsibilities

• Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities.
• Apply established retention pathways and approved retention solutions, leveraging consultative questioning techniques to identify which solutions address specific customer objections.
• Collaborate cross‑functionally with Service, Billing, and Operations teams to quickly resolve barriers to retention and prevent future churn.
• Drive conversations to closure, finalizing modified agreements and coordinating next steps to ensure smooth implementation and customer handoff.
• Maintain meticulous CRM documentation of all customer interactions, outcomes, negotiated terms, and reasoning to enable team learning and accountability.
• Consistently meet or exceed monthly retention KPIs including churn rate, renewal conversion rate, NPS targets, and SLA achievement.

Required Qualifications

• 2+ years of professional experience in sales, account management, customer retention, or customer success.
• Demonstrated ability to handle objections, de‑escalate difficult conversations, and convert cancellation intent into renewals or contract modifications.
• Strong ability to drive conversations to closure, finalize agreements, and move customers toward implementation.
• Commitment to following documented processes, standard operating procedures, and established retention pathways.
• Excellent verbal and written communication skills with ability to tailor messages to different audiences.
• Strong proficiency with CRM systems (Salesforce preferred) and ability to learn new platforms quickly.
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook).
• Exceptional organizational skills, ability to multi‑task, and thrive in a fast‑paced, results‑driven environment.

Preferred Qualifications

• Experience in B2B SaaS, subscription, or recurring revenue business models.
• Familiarity with water treatment, water technology, or environmental sustainability industries.
• Experience with negotiation frameworks, pricing flexibility, or contract modification.

Role Highlights

• Hybrid work model.
• Career progression opportunities.
• Coaching and professional development.
• $48,000 - $58,000 a year.
• Salary, commission, benefits, and incentive awards.

Benefits

• Medical, Dental, Vision which start day one.
• 401(k) match of 50% up to 6%.
• Life insurance.
• Disability.
• Unlimited Paid Time Away.
• Parental leave.

We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.