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Customer Retention Representative
Posted 21 days agoViewed
💎 Seniority level: Junior, 2+ years
🔍 Industry: SaaS
🏢 Company: Roofr👥 101-250💰 $23,500,000 Series A over 1 year agoMarketplaceHome ImprovementConstructionHome Renovation
🗣️ Languages: English
⏳ Experience: 2+ years
Requirements:
- 2+ years experience handling a high volume of accounts with a focus on retention
- Strong objection-handling and conversational selling skills
- Ability to think on your feet and keep customers engaged in real-time
- Experience in subscription-based business models with recurring revenue
- A data-driven mindset—able to identify trends and react quickly
- Ability to multi-task and manage a large volume of at-risk customers
- Strong collaboration skills with Account Managers, Sales, and Support teams
- Proficiency in CRM tools (HubSpot, Salesforce, Gainsight, or equivalent)
Responsibilities:
- Engage and re-engage high-volume PLG and Sales Assisted customers who show signs of churn
- Quickly identify churn risk factors and provide tailored solutions
- Deliver compelling, real-time value propositions to prevent immediate churn
- Hook customers into a conversation long enough to transition them to an Account Manager demo
- Reach out to actively churning customers and create urgency to keep them on the platform
- Analyze churn data and seasonal trends to refine outreach strategies
- Collaborate with Account Management & Implementation & Support teams to ensure seamless retention efforts
- Track and optimize retention playbooks for improving customer lifecycle management
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