Retention Specialist

This is a Fully Remote Job
About Our Client:
Our client is a data-driven company that provides motivated seller leads to real estate investors and is expanding into the home services sector. The organization has contributed to a significant portion of off-market home sales recently and operates with a fast-paced, low-bureaucracy culture focused on achieving results. Their customers rely on these leads to run real businesses, so the company emphasizes understanding and resolving issues promptly to maintain successful client relationships.
About the Opportunity:
The RETENTION SPECIALIST plays a critical role in preventing key customers from leaving by addressing their concerns and restoring their confidence in the organization. This position manages high-value, high-risk accounts, develops practical retention strategies, and collaborates with Customer Success Managers to improve early problem detection and resolution. The role directly influences customer satisfaction, retention rates, and recurring revenue by transforming customer feedback into improved processes and company-wide practices.
Responsibilities:
Manage retention efforts for high-risk and high-value customer accounts using data and customer feedback to identify risks.
Proactively engage customers showing dissatisfaction to prevent cancellations.
Create detailed, account-specific retention plans with clear actions and follow-up timelines.
Serve as the primary escalation contact for complex or sensitive cancellation cases.
De-escalate challenging conversations with a consultative and solution-oriented approach.
Collaborate with cross-functional teams to resolve root causes of customer issues.
Accurately document retention interactions, plans, and outcomes in the CRM.
Coach Customer Success Managers on early churn risk identification and escalation procedures.
Analyze cancellation trends to develop retention playbooks and enhance the customer experience.
Identify growth opportunities within retained accounts after resolving core concerns.
Requirements:
3–5+ years in Customer Success, Account Management, Retention, or similar B2B customer-facing roles.
Demonstrated success in retaining customers considering cancellation.
Strong skills in de-escalation, negotiation, and consultative communication.
Ability to handle difficult customer conversations professionally.
Experience coaching or mentoring customer-facing teams.
Proficient in problem-solving with a focus on root cause analysis.
Comfortable using CRM systems and customer data to prioritize and plan actions.
Excellent organizational skills managing multiple high-priority accounts.
Experience developing or improving playbooks, SOPs, or customer processes is a plus.
Familiarity with subscription/SaaS models, lead generation, real estate investing, or churn and NRR metrics is beneficial.
Pay Range and Compensation Package:
Base Salary: $70k - $90k
Performance Bonus, On-Target Earnings (OTE): $120k - $150k
Benefits & Perks:
Employer-paid Medical, Dental, and Vision insurance
401(k) with company match
Comprehensive paid training and onboarding
Fully remote position
Performance bonuses linked to customer retention and satisfaction
Opportunities for career advancement within a rapidly growing organization
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company's career page or ATS.

Work arrangement
Yes