SaaS Retention Specialist: Revenue Advisor (Hybrid)

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

Benefits offered by this job

Hybrid work model

Health benefits including paid leave

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 with customers considering cancellation or downgrades, applying consultative, empathetic, and solution‑driven strategies to preserve revenue and reduce churn.

Role requires 2+ years in retention or related roles, strong communication, and experience with CRM and call‑center tools.

Qualifications

• 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.

Responsibilities

• Customer Retention Excellence: Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes
• Handle Save Opportunities: Manage inbound calls from customers requesting cancellation or downgrade. Apply problem‑solving and retention techniques to overcome objections and highlight solution‑based value
• Tailored Consultative Support: Identify the customer’s industry, pain points, and usage trends to personalize messaging and propose marketing strategies that align with their business goals
• Execute Retention Strategies: Leverage a structured offer tree, active listening, and product knowledge to recommend relevant features, services, or account optimizations
• Offer Management & Compliance: Use save offers judiciously based on call type, business rules, customer potential, and historical engagement data
• Cross‑Functional Collaboration: Work with Billing, Tier 1, Customer Success, and Product Support to resolve issues driving churn
• Insights & Special Projects: Track cancellation reasons, identify trends, and participate in pilots or process improvements that enhance customer satisfaction and business performance

Skills

Customer Retention

Negotiation

Communication

Data Analysis

CRM (Salesforce)

Tools

Salesforce

Stripe

Five9

IEX

Verint

Job description

Constant Contact is seeking a seasoned Retention Specialist to act as a trusted advisor for customers at a critical decision point. You will engage with customers considering cancellation or downgrades, applying consultative, empathetic, and solution‑driven strategies to preserve revenue and reduce churn.

Role requires 2+ years in retention or related roles, strong communication, and experience with CRM and call‑center tools.