Customer Retention Specialist
New
P
Property LeadsReal Estate Tech
REMOTE | USFull-TimeMiddle
Salary60,000 - 95,000 USD per year
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Job Details
- Required Skills
- NegotiationCustomer SuccessSaaSAccount ManagementCRM
Requirements
- 3–5+ years in Customer Success, Account Management, Retention, or a related B2B customer-facing function.
- Proven track record of successfully retaining at-risk customers.
- Strong de-escalation, negotiation, and consultative communication skills.
- Demonstrated experience in coaching or training customer-facing team members.
- Proficiency in working within a CRM platform.
- Ability to analyze account data and translate it into actionable retention plans.
- Familiarity with churn and Net Revenue Retention (NRR) metrics is highly valued.
- Experience in subscription/SaaS, lead-gen, or working with real estate investors is a plus.
Responsibilities
- Own retention for high-risk or high-value accounts by reviewing health signals and prioritizing outreach based on risk and revenue exposure.
- Build and execute account-specific save plans with clear action items and follow-up schedules.
- Serve as the primary escalation point for sensitive cancellation risks, coordinating with Ops, Product, Billing, and Sales to resolve root issues.
- Coach Customer Success Managers on effective objection handling, discovery, and early churn prevention techniques.
- Document all retention conversations, outcomes, and churn patterns to develop formal SOPs and playbooks.
- Partner with the Senior Manager of Customer Success to drive product and process changes that minimize future churn.
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