Retention Specialist

Capacity • St. Louis, MO

5d • Remote

About The Position

Why this job is exciting

The role:

We are seeking a highly experienced and motivated Retention Specialist to join our company. Retention Specialists are responsible for protecting and growing revenue in existing customer accounts by maintaining account health and driving successful renewals. You will join the Account Management team, leading retention activities for high-risk accounts to prevent churn and ensure customers continue to realize measurable value from Capacity.

Measures of success include renewal rate/GRR, churn reduction, net revenue retention (NRR) support, customer health improvements, NPS improvements, and contribution to overall customer outcomes.

What you can expect from us

The team:

Capacity team members enjoy the opportunity and benefits of working at an artificial intelligence startup, but with leaders who’ve worked at places like Apple, Ebay, Visa, Answers.com, Oracle, Boeing, and many more world-class companies. The culture at Capacity encourages innovation, independent problem solving, and collaboration as we continue to mature our product in the ever-changing world of AI.

Still unsure?

At Capacity we value more than just hard skills. Our goal is to build a holistic and diverse team. If you aren’t sure if you qualify, just apply! We will carefully consider your application and are always grateful for any time and effort invested in Capacity.

But wait, there’s more!

At Capacity we believe in more than just building amazing products and helping our customers. Although we are a remote workforce, we remember the neighborhood where we started. We still strive to elevate our community by furthering access to education and careers in the tech space. Our affiliated nonprofit, Create A Loop, brings rigorous computer science courses to underserved communities with little to no access to formal computer science education. There are many opportunities for our Capacity team members to serve and educate our Create A Loop students throughout the year.

Requirements

• Demonstrated ability to build and maintain strong client relationships, including executive-level stakeholder management
• Proven experience leading complex negotiations (pricing, packaging, multi-year agreements, procurement cycles, legal redlines, and security/compliance requirements), with a track record of closing outcomes that protect retention and customer value
• Excellent communication and presentations skills with top-notch customer service approach
• Ability to remain calm in a fast-paced work environment and to demonstrate thoughtful leadership in assessing problems/opportunities and recommending an approach to solving problems and pursuing opportunities
• Ability to work successfully in a team environment
• Ability to use common sales platforms including Salesforce CRM and Outreach
• A proactive mindset and strong desire to succeed in whatever you do
• A personality big on empathy and low on ego
• Bachelor’s Degree or equivalent work experience
• Proven track record of consistently exceeding objectives
• Passion for working in a startup environment, not a 9-5 job

Nice To Haves

• Experience working with Financial Services customers (e.g., mortgage lenders, credit unions, and banks), with familiarity in underwriting guidelines and borrower/loan servicing support

Responsibilities

• Meet and exceed renewal and upsell targets as measured by Annual Recurring Revenue (ARR)
• Own the end-to-end renewal motion for assigned accounts: strategy, timeline, stakeholder alignment, forecasting, and close
• Work closely with Customer Success to develop and execute save plans for at-risk accounts by identifying churn drivers, aligning on customer success criteria, coordinating internal resources (Product, and Leadership), and driving a time-bound action plan with clear milestones—resulting in improved health, adoption, and on-time renewal
• Multi-thread executive relationships across customer leadership and operational teams, including facilitating QBRs/EBRs to reinforce outcomes and expansion opportunities
• Give effective overview of Capacity’s value prop and product capabilities in context of customers evolving business needs.
• Maintain working knowledge of Capacity’s solution portfolio and how offerings map to customer outcomes
• Lead discovery conversations to determine customers' challenges and coordinate product demonstrations to align our solution with customer needs
• Lead complex commercial negotiations including pricing/packaging, multi-year terms, payment structure, scope, and renewal timing; navigate procurement and legal redlines while balancing customer needs and company requirements
• Track contacts, opportunities, and key activities in Company’s CRM (Salesforce)
• Work with management, legal and finance to generate, present, negotiate and execute Service Orders
• Coordinate with legal and security ops teams to complete annual due diligence and security questionnaires
• Effectively handle customer objections and escalations

Benefits

• Employer-paid health insurance (for you and your eligible dependents)
• Profit Interest Units/incentive compensation
• Unlimited vacation policy
• 401(k) with a company match
• Short term disability insurance
• Group life AD&D insurance
• A supportive, diverse workplace where we prioritize respect for each other and our clients
• A fun and collaborative team culture

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level