Customer Retention Specialist

About Our Client

Property Leads operates in the real estate lead generation industry, providing motivated seller leads to real estate investors. The organization addresses the challenge of connecting investors with off-market properties, having facilitated participation in 50% of such sales over the past year. It is expanding into home services and emphasizes a data-driven, results-oriented approach to customer success.

About the Opportunity

The RETENTION SPECIALIST role is focused on preventing customer churn by managing at-risk accounts and resolving high-stakes escalations. The position contributes by developing retention strategies and coaching customer success managers to proactively address issues, ensuring strong customer relationships and reducing cancellations.

Responsibilities

• Manage retention for high-risk or high-value accounts by monitoring account health and prioritizing outreach.
• Develop and implement account-specific retention plans with clear actions and follow-up.
• Document all retention interactions and outcomes.
• Act as the escalation point for complex cancellation risks, coordinating cross-functionally to resolve root causes.
• Coach Customer Success Managers on early intervention techniques and escalation criteria.
• Convert churn data into actionable playbooks and standard operating procedures.
• Support account expansion discussions after resolving customer concerns.

Requirements

• 3 to 5+ years in Customer Success, Account Management, Retention, or related B2B customer-facing roles with demonstrated success in reducing churn.
• Strong skills in de-escalation, negotiation, and consultative communication.
• Experience coaching or training customer-facing teams.
• Proficiency with CRM systems and data-driven action planning.
• Preferred: background in subscription/SaaS/lead generation, familiarity with real estate investor clients, playbook development, and churn/NRR metrics.

Pay Range and Compensation Package

The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.

Benefits & Perks

• 401k plan
• Medical insurance
• Vision insurance
• Dental insurance