Retention Specialist

Constant Contact•Loveland, CO

1d•$17 - $20•Hybrid

About The Position

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started! As a Retention Specialist at Constant Contact, your role is to become a trusted advisor and advocate for our customers at a critical decision point. You will engage directly with customers expressing an intent to cancel or downgrade, and through your consultative, empathetic, and solutions-driven approach, you’ll help them rediscover the value of our platform. This position is pivotal in preserving revenue, reducing churn, and ensuring our customers feel heard, supported, and successful. This is not an entry-level position. You must demonstrate seasoned judgment, advanced negotiation techniques, and a deep understanding of how our platform supports small businesses and nonprofits.

Requirements

2+ years in a Customer Retention, Inside Sales, or Account Management role (preferably in a SaaS, tech, or subscription-based business)
Strong verbal and written communication skills with a proven ability to handle sensitive customer conversations confidently
Demonstrated experience with save-rate-driven metrics or quota-based goals
Ability to navigate difficult conversations and turn negative experiences into positive outcomes
Strong analytical thinking with the ability to assess account history, campaign effectiveness, and billing patterns
Familiarity with Salesforce, Stripe, Five9, IEX, Verint and customer lifecycle stages, and CRM best practices preferred
A growth mindset—someone who learns quickly, adapts in a fast-paced environment, and thrives on hitting goals
The ability to navigate multiple systems to resolve customer inquiries.

Responsibilities

Customer Retention Excellence
Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes.
Handle Save Opportunities
Manage inbound calls from customers requesting cancellation or downgrade. Apply problem-solving and retention techniques to overcome objections and highlight solution-based value.
Tailored Consultative Support
Identify the customer's industry, pain points, and usage trends to personalize your messaging and propose marketing strategies that align with their business goals.
Execute Retention Strategies
Leverage a structured offer tree, active listening, and product knowledge to recommend relevant features, services, or account optimizations.
Offer Management & Compliance
Use save offers judiciously based on call type, business rules, customer potential, and historical engagement data.
Cross-Functional Collaboration
Work collaboratively with Billing, Tier 1, Customer Success, and Product Support teams to resolve any underlying customer issues driving churn.
Insights & Special Projects
Track cancellation reasons, identify trends, and participate in pilots or process improvements that enhance customer satisfaction and business performance.

Benefits

A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume