Retention Specialist

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams . Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started! 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) Why This Role Matters Retention Specialists are the frontline defense against revenue loss. Your ability to retain customers directly contributes to our business sustainability, customer trust, and brand reputation. You will be equipped with tools, training, and real-time data insights to help you succeed in delivering measurable impact—while advocating for and celebrating our customers. Why Join Constant Contact At Constant Contact, we don’t just help small businesses market smarter—we help them stay in business. You’ll be part of a passionate, high-performing team that drives retention through meaningful conversations, proactive problem-solving, and customer-focused strategy. **In addition to the hourly rate this role has additional earning incentives The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave. Pay Transparency