Customer Care Specialist

NexHealth

28d•$90,000 - $120,000•Remote

About The Position

The Retention & Contract Specialist plays a critical role in protecting both the customer experience and company revenue during moments of churn risk. This role is responsible for managing customer churn, retention, and contract-related cases end-to-end within HubSpot, ensuring accurate forecasting, clean documentation, and consistent execution of established workflows. This position sits within the Customer Care and is adjacent to Customer Support and Customer Success. Success is measured by process excellence, sound judgment, customer empathy, and operational accuracy.

Requirements

2+ years experience in Customer Support, Retention, Customer Success Operations, or a related function
Strong written and verbal communication skills
Experience working in a CRM or ticketing system (HubSpot preferred)
Ability to interpret and explain contract or billing terms to customers
High attention to detail and comfort managing multiple active cases
Ability to remain calm, empathetic, and professional in sensitive customer situations

Responsibilities

Own customer retention and off-boarding cases from creation through closure in HubSpot
Conduct structured discovery conversations to understand customer intent and risk
Clearly communicate contract obligations and off-boarding details to customers
Determine and execute the appropriate resolution paths
Build and document success plans for retention cases with clear next steps and timelines
Ensure off-boarding cases are closed accurately and on time, with complete billing and contract documentation
Maintain high-quality CRM hygiene to support accurate churn reporting and forecasting
Collaborate cross-functionally with Customer Success, Support, Finance, Operations, and Product as needed
Escalate risks, blockers, or exceptions appropriately and in alignment with policy