Strategic SaaS Retention Consultant

Constant Contact; United States; Hybrid; USD 23,000 - 28,000; Full time

Benefits offered by this job

Health benefits

Hybrid work model

Paid time off

Job summary

Constant Contact is hiring a Retention Specialist to act as a trusted advisor for customers at the critical decision point of canceling or downgrading. You will engage with customers to demonstrate value, reduce churn, and preserve revenue, using consultative and data-driven approaches.

This role requires seasoned judgment, advanced negotiation, and a deep understanding of how our platform supports small businesses and nonprofits.

Qualifications

• 2+ years in a Customer Retention, Inside Sales, or Account Management role (SaaS, tech, or subscription-based)
• Strong verbal and written communication, especially in sensitive conversations
• Experience with save-rate metrics or quota-based goals
• Able to navigate difficult conversations and turn negatives into positives
• Growth mindset and ability to learn quickly in a fast-paced environment

Responsibilities

• Respond promptly to retention inquiries via phone, email, and Salesforce, delivering positive outcomes
• Handle cancellation/downgrade requests and apply retention techniques
• Personalize messaging by identifying industry, pain points, and usage trends
• Recommend relevant features, services, or account optimizations
• Use save offers based on policy, potential, and data; collaborate with Billing and Success teams

Skills

Customer Retention

Inside Sales

Account Management

SaaS Experience

Tools

Salesforce

Stripe

Five9

IEX

Verint

Job description

Constant Contact is hiring a Retention Specialist to act as a trusted advisor for customers at the critical decision point of canceling or downgrading. You will engage with customers to demonstrate value, reduce churn, and preserve revenue, using consultative and data-driven approaches.

This role requires seasoned judgment, advanced negotiation, and a deep understanding of how our platform supports small businesses and nonprofits.