Retention Specialist

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.

What You’ll Do
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.

What You Bring
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.

Performance Metrics (Industry Best Practices)
Save Rate Target: 40%+ on qualified cancellation calls -measures the percentage of customers who decide to keep their account after speaking with a Retention Specialist
Talk Time Goal: 8–12 minutes average to allow for consultative interactions
Invoice Retained: The Invoice Retained metric is one of the two primary KPIs used to evaluate the performance of the Retention team (the other being Save Rate). While Save Rate measures the percentage of customers who decide to keep their account after speaking with a Retention Specialist, Invoice Retained focuses on the revenue impact of those saves
Retention Offer Usage: Within compliance of offer policy and guidelines
7-Day Stick Rate: Key retention validation metric (customer remains post-interaction)