Senior Retention Strategist for High-Value Accounts

Property Leads; Austin, Northern (TX, KY); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

401k

Medical insurance

Vision insurance

Dental insurance

Job summary

Property Leads seeks a Retention Specialist to own responses to customers at risk of canceling. You will manage high-stakes escalations, build save plans, and coach Customer Success Managers to catch problems early.

You’ll document outcomes and drive root-cause fixes across teams in a fast-moving, data-driven startup. In this remote US role, you’ll engage with investors and small businesses, turning churn signals into proactive retention strategies that reduce silent losses and improve customer

Qualifications

• 3–5+ years in Customer Success, Account Management, Retention, or related B2B role.
• Strong de-escalation, negotiation, and consultative communication skills.
• Experience coaching or training customer-facing teammates.
• Comfortable working in a CRM and turning data into action plans.
• Nice to have SaaS/lead-gen background or real estate investor clients.

Responsibilities

• Own retention for high-risk or high-value accounts by reviewing signals and prioritizing by risk and revenue.
• Build account-specific save plans with actions, owners, and follow-up dates.
• Document every retention conversation and outcome.
• Escalation point for complex cancellation risk; coordinate with Ops/Product/Billing/Sales to fix root causes.
• Coach CSMs on pre-churn conversations and escalation rules.
• Turn churn patterns into playbooks and SOPs with the Senior Manager of CS.
• Support expansion conversations only after core concerns are resolved.

Skills

De-escalation

Negotiation

Consultative communication

Coaching

CRM proficiency

Tools

CRM

Job description

Property Leads seeks a Retention Specialist to own responses to customers at risk of canceling. You will manage high-stakes escalations, build save plans, and coach Customer Success Managers to catch problems early.

You’ll document outcomes and drive root-cause fixes across teams in a fast-moving, data-driven startup. In this remote US role, you’ll engage with investors and small businesses, turning churn signals into proactive retention strategies that reduce silent losses and improve customer