Customer Retention Representative, Contract
R
RoofrRoofing, SaaS, Construction Tech
US + CanadaContractMiddle
Salary65000 - 75000 CAD per year
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Job Details
- Experience
- 2+ years
- Required Skills
- SalesforceHubSpotCRM
Requirements
- 2+ years of 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 multitask 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)
- Roofing, SaaS, or construction tech experience is a plus
Responsibilities
- Engage and re-engage customers across all segments who show signs of churn
- Quickly identify churn risk factors and provide tailored solutions
- Reach out to actively churning customers and create urgency to keep them on the platform
- Deliver compelling, real-time value propositions to prevent immediate churn
- Hook customers into a conversation long enough to explore their concerns, identify the right retention strategies, and connect them with the resources or team members best suited to help them succeed
- Conduct discovery conversations to surface recurring pain points and product feedback, sharing insights cross-functionally to inform improvements
- 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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