Retention Specialist - Hybrid
About The Position
The Hybrid Retention Specialist plays a critical revenue-protection role by handling customer cancellation requests and preventing churn. The role 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 can commute to the King of Prussia, Pennsylvania office and combines professional communication with execution discipline. They excel at objection handling, de-escalation, and closing conversations to move retained customers toward implementation. Success involves collaborating across Service, Operations, and Billing to remove friction and demonstrate renewed value within established frameworks. Culligan Quench delivers bottle-free filtered water and beverage solutions to customers across North America. Its purpose is to improve people’s lives and the earth by helping eliminate single-use plastic bottles. The company is headquartered in King of Prussia, Pennsylvania, and has more than 1,600 team members operating from more than 90 locations across 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, including the ability to tailor messages to different audiences.
- Strong proficiency with CRM systems; Salesforce is preferred, and the 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.
- Ability to commute to the King of Prussia, Pennsylvania 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 responses to customer objections.
- Collaborate with Service, Billing, and Operations teams to resolve barriers to retention and prevent future churn.
- Drive conversations to closure, finalize modified agreements, and coordinate next steps for smooth implementation and customer handoff.
- Maintain detailed 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.
Benefits
- Medical, dental, and vision coverage starting day one.
- 401(k) match of 50% up to 6%.
- Life insurance.
- Disability coverage.
- Unlimited Paid Time Away.
- Parental leave.
- Additional voluntary benefits.
- Salary, commission, and incentive awards.
- Career progression opportunities.
- Coaching and professional development.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
