Retention Specialist: SaaS Customer Advocate

Constant Contact; United States; Hybrid; USD 52,000 - 58,000; Full time

Benefits offered by this job

Hybrid work model

Health and welfare benefits

Paid time off

Career growth opportunities

Diversity & inclusion

Job summary

Constant Contact is seeking an experienced Retention Specialist to be a trusted advisor for customers at critical decision points, handling cancellations and downgrades with consultative, empathetic approaches to preserve revenue and customer success.

You’ll work cross‑functionally with Billing, Success, Product Support, and other teams, using structured offers and data insights to drive retention. This is not an entry‑level role.

Qualifications

• 2+ years in a Customer Retention, Inside Sales, or Account Management role in SaaS or subscription business.
• Strong verbal and written communication with sensitive customer conversations.
• Experience with save-rate driven metrics or quota-based goals.
• Able to navigate difficult conversations and turn negative experiences into positives.
• Analytical thinking to assess history, campaign effectiveness and billing patterns.
• Familiarity with Salesforce, Stripe, Five9, IEX, Verint and CRM best practices.

Responsibilities

• Respond promptly to retention inquiries via phone, email, and cases focusing on positive outcomes.
• Handle cancellation or downgrade requests using problem-solving and retention techniques.
• Personalize messaging by identifying industry pain points and usage trends.
• Recommend relevant features, services, or account optimizations using an offer tree.
• Apply judicious save offers based on call type, rules, and engagement history.
• Collaborate with Billing, Tier 1, Customer Success, and Product Support to resolve churn drivers.
• Track cancellation reasons and participate in pilots or process improvements.

Skills

Customer retention

Negotiation

Communication

Save-rate metrics

Analytical thinking

CRM systems

Tools

Salesforce

Stripe

Five9

IEX

Verint

Job description

Constant Contact is seeking an experienced Retention Specialist to be a trusted advisor for customers at critical decision points, handling cancellations and downgrades with consultative, empathetic approaches to preserve revenue and customer success.

You’ll work cross‑functionally with Billing, Success, Product Support, and other teams, using structured offers and data insights to drive retention. This is not an entry‑level role.