Customer Retention Specialist

Kenect•Pleasant Grove, AL

4d•Onsite

About The Position

We are seeking a highly motivated Customer Success Retention Specialist to join our team. This role is dedicated to reducing customer churn and preserving recurring revenue by actively engaging with customers at risk of cancellation. The ideal candidate is results-driven, thrives in high-volume customer interactions, and is passionate about problem-solving to deliver win-back and retention outcomes.

Requirements

2+ years in Customer Success, Retention, Account Management, or similar customer-facing role.
Proven track record of meeting or exceeding revenue retention or quota goals.
Strong phone presence with excellent negotiation, persuasion, and objection-handling skills.
Comfortable managing high-volume customer queues while delivering quality conversations.
Ability to analyze data and articulate actionable insights to improve customer outcomes.
Proficiency with CRM and customer success platforms (Salesforce)

Responsibilities

Meet monthly MRR/ARR quota per month through proactive engagement and retention strategies.
Managed a pipeline of 100+ customer account cancellation requests, identifying root causes, addressing customer concerns, and implementing retention strategies to reduce churn.
Make a minimum of 15 outbound dials per day to connect with customers considering cancellation.
Conduct empathetic, solution-oriented conversations to uncover business needs and propose tailored solutions.
Maintain professional, consultative, and persuasive communication across phone, email, and other channels.
Diagnose drivers of churn such as product gaps, pricing, or service dissatisfaction.
Collaborate with cross-functional teams (Accounting, Product, Support, Sales, CS) to escalate feedback and deliver customer solutions.
Track and report on, churn reasons, and revenue impact leadership.
Maintain accurate records of customer interactions and outcomes in CRM systems.
Follow structured save-playbooks while contributing to process improvement and new retention tactics.