Retention Specialist - Hybrid

Culligan Quench•King of Prussia, PA

4d•Hybrid

About The Position

The Retention Specialist handles customer cancellation requests and works to prevent churn. The role requires consultative communication, empathy, objection handling, and de-escalation to understand customer concerns, resolve barriers with internal teams, and finalize modified agreements that support retention. The specialist coordinates next steps and customer handoffs so retained customers can move toward implementation. The position uses a hybrid work model and is intended for someone commutable to Culligan Quench’s King of Prussia, Pennsylvania office. Success in the role includes collaborating with Service, Operations, and Billing, documenting customer interactions and outcomes in the CRM, and meeting or exceeding monthly retention KPIs such as churn rate, renewal conversion rate, NPS targets, and SLA achievement. Culligan Quench provides medical, dental, and vision coverage starting on day one, a 401(k) match, life insurance, disability coverage, unlimited paid time away, parental leave, and additional voluntary benefits. The posted salary range is $48,000–$58,000 per year; salary, commission, benefits, and incentive awards are offered.

Requirements

At least 2 years of professional experience in sales, account management, customer retention, or customer success.
Demonstrated ability to handle objections, de-escalate difficult conversations, and convert cancellation intent into renewals or contract modifications.
Ability to drive conversations to closure, finalize agreements, and move customers toward implementation.
Commitment to following documented processes, standard operating procedures, and established retention pathways.
Excellent verbal and written communication skills, including the ability to tailor messages to different audiences.
Strong proficiency with CRM systems and ability to learn new platforms quickly; Salesforce is preferred.
Proficiency with Microsoft Office Suite, including Excel, Word, and Outlook.
Exceptional organizational skills and ability to multitask and thrive in a fast-paced, results-driven environment.
Commutable to the King of Prussia, Pennsylvania office location.

Nice To Haves

Experience in B2B SaaS, subscription, or recurring revenue business models.
Familiarity with water treatment, water technology, or environmental sustainability industries.
Experience with negotiation frameworks, pricing flexibility, or contract modification.

Responsibilities

Handle incoming cancellation requests professionally and conduct empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities.
Use established retention pathways and approved retention solutions, applying consultative questioning to identify solutions for customer objections.
Collaborate with Service, Billing, and Operations teams to resolve retention barriers and prevent future churn.
Drive conversations to closure, finalize modified agreements, and coordinate next steps for smooth implementation and customer handoff.
Maintain accurate CRM documentation of customer interactions, outcomes, negotiated terms, and reasoning.
Meet or exceed monthly retention KPIs, including churn rate, renewal conversion rate, NPS targets, and SLA achievement.