Retention Specialist

About the role

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. Our work empowers business owners, entrepreneurs, non-profits and individuals to succeed online. As a Retention Specialist, you will become a trusted advisor and advocate for customers at a critical decision point, engaging directly with those expressing intent to cancel or downgrade. Through a consultative, empathetic, and solutions‑driven approach, you’ll help them rediscover the value of our platform, preserve revenue, reduce churn, and ensure customers feel heard, supported, and successful.

Responsibilities

• 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