Retention Specialist - Hybrid

Culligan Quench•Grapevine, TX

2d•$48,000 - $58,000•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 resolve barriers, and finalize modified agreements that strengthen retention. The ideal candidate is commutable to the Grapevine, Texas office and combines professional communication with execution discipline. The role involves objection handling, de-escalation, and closing conversations to move retained customers toward implementation. Success depends on collaboration across Service, Operations, and Billing to remove friction and demonstrate renewed value within established frameworks. Culligan Quench provides on-demand filtered water solutions to customers across North America, including bottle-free water coolers, ice machines, sparkling water dispensers, and coffee brewers. The company describes its purpose as improving people’s lives and the environment by helping eliminate single-use plastic bottles.

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 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; Salesforce is preferred, and ability to learn new platforms quickly.
Proficiency with Microsoft Office Suite, including Excel, Word, and Outlook.
Exceptional organizational skills, ability to multitask, and ability to thrive in a fast-paced, results-driven environment.
Commutable to the Grapevine, Texas 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.
Experience with Salesforce.

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 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.