Future Retention Specialist Opportunities

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.

Responsibilities

Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases; Manage inbound calls from customers requesting cancellation or downgrade; Apply problem-solving and retention techniques to overcome objections and highlight solution-based value; Identify customer's industry, pain points, and usage trends to personalize messaging and propose marketing strategies; Leverage structured offer tree, active listening, and product knowledge to recommend relevant features, services, or account optimizations; Use save offers judiciously based on call type, business rules, customer potential, and historical engagement data; Work collaboratively with Billing, Tier 1, Customer Success, and Product Support teams to resolve underlying customer issues driving churn; Track cancellation reasons, identify trends, and participate in pilots or process improvements

Requirements

1+ years in a Customer Retention, Inside Sales, or Account Management role; 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; A growth mindset—someone who learns quickly, adapts in a fast-paced environment, and thrives on hitting goals; Seasoned judgment, advanced negotiation techniques, and a deep understanding of how the platform supports small businesses and nonprofits

Nice to have

Familiarity with Salesforce, customer lifecycle stages, and CRM best practices; Experience in a SaaS, tech, or subscription-based business

Benefits

Commission; Performance based increases available within the first year; Generous paid time off policy; Competitive benefits package; Opportunities to grow your career; Stretch assignments; Coaching opportunities; Professional development opportunities; Educational opportunities for employees; Programs that support diversity and inclusion; Work flexibility