Customer Retention Specialist

Leap LLC

7d

About The Position

This role is critical to reducing churn and improving revenue retention in a high-growth SaaS environment. You will manage inbound churn requests (~100 per month), analyze root causes, enforce contractual agreements, and collaborate with CSMs and cross-functional teams to help customers realize value and renew.

Requirements

• 2-4 years in Customer Success, Renewals, or Retention roles within SaaS.
• Strong understanding of SaaS contracts and renewal processes.
• Excellent communication and negotiation skills.
• Proficiency with CRM tools (Salesforce, Gainsight, or similar).
• Analytical mindset with ability to interpret usage data and create action plans.
• Associate or Bachelor’s degree in a relevant field, or equivalent industry experience.

Responsibilities

• Receive and triage inbound churn and downsell requests from customers not under dedicated CSM management.
• Diagnose root causes using product usage data (Insights), customer notes in CRM, and customer feedback.
• Validate account details, contract terms, and renewal timelines.
• Work closely with CSMs, Support, Onboarding, and Sales to resolve blockers and deliver customer retention plans: enablement, feature adoption coaching, product configuration.
• Communicate and enforce contractual terms (notice periods, auto-renewals, termination clauses) with professionalism and empathy.
• Assign standardized churn reason codes in CRM and document detailed case notes.
• Partner with Accounting for exceptions or billing adjustments.
• Maintain accurate churn case tracking in CRM and provide weekly reports on churn reasons, save rates, and trends.

Benefits

• Affordable Health & Wellness Coverage– comprehensive and competitive benefits package, starting the first of the month following your hire date.
• Invest in Your Future– 401(k) company match to help you build financial security.
• Time to Recharge – We believe time to rest and recharge matters. Leap offers a Flexible Time Off (FTO) policy, 10 paid sick days, and 8 paid company holidays.
• Comprehensive Employee Assistance Program (EAP)– resources to support your mental health, financial well-being, and everyday challenges.
• Exclusive Discounts withLifeMart(via ADP)– save on groceries, restaurants, entertainment, pet insurance, cell phones,child care, and more!
• MoveSpringWellness App– stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you!
• Culture & Team-Building Activities– we love to connect, celebrate, and grow together through team events, fun challenges, and company traditionslike our Annual Summit!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees