Future Retention Specialist Opportunities

Constant Contact

1d • $17 - $20 • Remote

About The Position

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

• 1+ 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
• A growth mindset—someone who learns quickly, adapts in a fast-paced environment, and thrives on hitting goals

Nice To Haves

• Familiarity with Salesforce, customer lifecycle stages, and CRM best practices preferred

Responsibilities

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

Benefits

• Performance based increases are available within the first year.
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed