Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities
Apply established retention pathways and approved retention solutions, leveraging consultative questioning techniques to identify which solutions address specific customer objections
Collaborate cross-functionally with Service, Billing, and Operations teams to quickly resolve barriers to retention and prevent future churn
Drive conversations to closure, finalizing modified agreements and coordinating next steps to ensure smooth implementation and customer handoff
Maintain meticulous CRM documentation of all customer interactions, outcomes, negotiated terms, and reasoning to enable team learning and accountability
Consistently meet or exceed monthly retention KPIs including churn rate, renewal conversion rate, NPS targets, and SLA achievement

2+ years of professional experience in sales, account management, customer retention, or customer success
Demonstrated ability to handle objections, de-escalate difficult conversations, and convert cancellation intent into renewals or contract modifications
Strong ability to drive conversations to closure, finalize agreements, and move customers toward implementation
Commitment to following documented processes, standard operating procedures, and established retention pathways
Excellent verbal and written communication skills with ability to tailor messages to different audiences
Strong proficiency with CRM systems (Salesforce preferred) and ability to learn new platforms quickly
Proficiency with Microsoft Office Suite (Excel, Word, Outlook)
Exceptional organizational skills, ability to multi-task, and thrive in a fast-paced, results-driven environment

Retention Specialist

Key skills