Retention Specialist - Hybrid

Culligan Quench•Grapevine, TX

4h•Hybrid

About The Position

The Hybrid Retention Specialist plays a critical revenue-protection role by handling customer cancellation requests and preventing churn. The position calls for consultative skills, empathy, and the ability to understand customer concerns, collaborate with internal teams to address barriers, and finalize modified agreements that strengthen retention. The ideal candidate can commute to the Grapevine, Texas office and combines professional communication with disciplined execution, including objection handling, de-escalation, and closing conversations so retained customers can move toward implementation. The role works with Service, Operations, and Billing teams to remove friction and demonstrate renewed value within established frameworks. Success is measured against monthly retention KPIs, including churn rate, renewal conversion rate, NPS targets, and SLA achievement. Culligan Quench provides on-demand filtered-water solutions to customers across North America. It is headquartered in King of Prussia, Pennsylvania, and has more than 1,600 team members working across more than 90 locations in North America and Puerto Rico.

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, with the ability to tailor messages to different audiences.
Strong proficiency with CRM systems and ability to learn new platforms quickly.
Proficiency with Microsoft Office Suite, including Excel, Word, and Outlook.
Exceptional organizational skills and ability to multitask in a fast-paced, results-driven environment.

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.
Salesforce experience is preferred.

Responsibilities

Handle incoming cancellation requests professionally and conduct empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities.
Apply established retention pathways and approved solutions, using consultative questions to identify responses to customer objections.
Collaborate with Service, Billing, and Operations teams to resolve retention barriers quickly and prevent future churn.
Drive conversations to closure, finalize modified agreements, and coordinate next steps for smooth implementation and customer handoff.
Maintain thorough 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.