Retention Specialist (Remote)
Constant Contact · United States · 1 mo ago
RemoteRemoteOTHR$52k–$58k/yrFull-time
We need to output HTML fragment with sections: About the role? The posting includes intro paragraph about company and role description. We need to use for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate, navigation, legal, EEO, etc. Also remove application instructions. Keep substantive info.
We need to parse content:
- Intro: "At Constant Contact, we are seriously awesome people..." This is about company culture, maybe "About the role" or "About the company"? The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can put company overview under "About the role". Or maybe "About the role" includes description of role and company. We'll include that.
- Responsibilities: The "What You’ll Do" section lists bullet points: Customer Retention Excellence, Handle Save Opportunities, Tailored Consultative Support, Execute Retention Strategies, Offer Management & Compliance, Cross-Functional Collaboration, Insights & Special Projects. Each bullet is a heading? Actually they are headings with description. We'll treat each as list items under Responsibilities.
- Requirements/Qualifications/Skills: The "What You Bring" includes: 2+ years experience, strong verbal/written communication, demonstrated experience with save-rate driven metrics, ability to navigate difficult conversations, strong analytical thinking, familiarity with Salesforce etc., growth mindset, ability to navigate multiple systems. Also "Performance Metrics (Industry Best Practices)" includes Save Rate Target, Talk Time Goal, Invoice Retained, Retention Offer Usage, 7-Day Stick Rate. Those could be under Requirements or maybe separate? But we can include them under Requirements or Qualifications. The instruction: Use headings for Requirements, Qualifications, Skills. We need to decide which content goes where. Probably "What You Bring" is Requirements/Qualifications. Performance Metrics could be under Requirements as well (maybe under Skills?). But we can combine.
- Benefits: The posting mentions compensation package includes health and welfare benefits including paid leave. Also "Why You’ll Love Us" includes diversity, programs, generous paid time off, competitive benefits package, work flexibility hybrid model. Also "Pay Transparency - All Full Time Employees $17—$20 USD". Also "earn $52K–$58K in annual on-target earnings (OTE), with additional earning potential based on individual performance after successfully completing training." Also "some roles may be eligible for additional on target commission pay or bonus." So we have Pay and Benefits.
- Schedule: Not explicitly mentioned besides hybrid work model. Could be schedule: hybrid workforce. Might be considered Schedule? The instruction says include Schedule only if posting actually states them. It mentions hybrid work model, which is about work location flexibility, not schedule. No explicit schedule like full-time, part-time, shift. Might not include Schedule.
We must not include sections with filler like "commensurate with experience". We have specific pay range $52K–$58K OTE, plus $17–$20 USD (maybe hourly?). We'll include Pay section with that info.
Benefits: health and welfare benefits, paid leave, generous paid time off, competitive benefits package, work flexibility hybrid model, diversity programs, etc.
We must not include boilerplate like EEO, legal, etc. Remove all that.
We must preserve all substantive information; do not invent or summarize away detail. So we need to keep details like metrics, tools, etc.
We'll produce HTML fragment with sections:
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate, navigation, legal, EEO, etc. Also remove application instructions. Keep substantive info.
We need to parse content:
- Intro: "At Constant Contact, we are seriously awesome people..." This is about company culture, maybe "About the role" or "About the company"? The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can put company overview under "About the role". Or maybe "About the role" includes description of role and company. We'll include that.
- Responsibilities: The "What You’ll Do" section lists bullet points: Customer Retention Excellence, Handle Save Opportunities, Tailored Consultative Support, Execute Retention Strategies, Offer Management & Compliance, Cross-Functional Collaboration, Insights & Special Projects. Each bullet is a heading? Actually they are headings with description. We'll treat each as list items under Responsibilities.
- Requirements/Qualifications/Skills: The "What You Bring" includes: 2+ years experience, strong verbal/written communication, demonstrated experience with save-rate driven metrics, ability to navigate difficult conversations, strong analytical thinking, familiarity with Salesforce etc., growth mindset, ability to navigate multiple systems. Also "Performance Metrics (Industry Best Practices)" includes Save Rate Target, Talk Time Goal, Invoice Retained, Retention Offer Usage, 7-Day Stick Rate. Those could be under Requirements or maybe separate? But we can include them under Requirements or Qualifications. The instruction: Use headings for Requirements, Qualifications, Skills. We need to decide which content goes where. Probably "What You Bring" is Requirements/Qualifications. Performance Metrics could be under Requirements as well (maybe under Skills?). But we can combine.
- Benefits: The posting mentions compensation package includes health and welfare benefits including paid leave. Also "Why You’ll Love Us" includes diversity, programs, generous paid time off, competitive benefits package, work flexibility hybrid model. Also "Pay Transparency - All Full Time Employees $17—$20 USD". Also "earn $52K–$58K in annual on-target earnings (OTE), with additional earning potential based on individual performance after successfully completing training." Also "some roles may be eligible for additional on target commission pay or bonus." So we have Pay and Benefits.
- Schedule: Not explicitly mentioned besides hybrid work model. Could be schedule: hybrid workforce. Might be considered Schedule? The instruction says include Schedule only if posting actually states them. It mentions hybrid work model, which is about work location flexibility, not schedule. No explicit schedule like full-time, part-time, shift. Might not include Schedule.
We must not include sections with filler like "commensurate with experience". We have specific pay range $52K–$58K OTE, plus $17–$20 USD (maybe hourly?). We'll include Pay section with that info.
Benefits: health and welfare benefits, paid leave, generous paid time off, competitive benefits package, work flexibility hybrid model, diversity programs, etc.
We must not include boilerplate like EEO, legal, etc. Remove all that.
We must preserve all substantive information; do not invent or summarize away detail. So we need to keep details like metrics, tools, etc.
We'll produce HTML fragment with sections:
About the role
Intro paragraph about Constant Contact and role.
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: 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.
Requirements
- 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
- Growth mindset—someone who learns quickly, adapts in a fast-paced environment, and thrives on hitting goals
- Ability to navigate multiple systems to resolve customer inquiries
Qualifications
for metrics. But we already used Requirements. Could split: Requirements for experience/skills, Qualifications for metrics, Skills for tools? However we need to avoid thin sections. Let's think: The posting includes "Performance Metrics (Industry Best Practices)" with specific numbers. That is substantive. Could be under Qualifications. We'll add aQualifications
with list of metrics. Then Skills: maybe we can include familiarity with tools as Skills, but we already included tools in Requirements. Could move tools to Skills. But we need to avoid duplication. Let's allocate: - Requirements: experience, communication, analytical, growth mindset, ability to navigate multiple systems. - Qualifications: save-rate metrics, talk time goal, invoice retained, retention offer usage, 7-day stick rate. - Skills: familiarity with Salesforce, Stripe, Five9, IEX, Verint, CRM best practices. But the instruction says prefer a few substantive sections over many thin ones. Having three sections (Requirements, Qualifications, Skills) might be okay if each has substantive content. However we already have About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay. That's many sections but each has content. Could be okay. But we need to ensure we don't create sections with filler. All have content. Let's craft: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. 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.
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: 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.
Requirements
- 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
- 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
- Growth mindset—someone who learns quickly, adapts in a fast-paced environment, and thrives on hitting goals
- Ability to navigate multiple systems to resolve customer inquiries
Qualifications
- 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)
Skills
- Familiarity with Salesforce, Stripe, Five9, IEX, Verint and customer lifecycle stages
- CRM best practices
Benefits
- Health and welfare benefits including paid leave
- Generous paid time off policy
- Competitive benefits package supporting health and well‑being of you and your family
- Diversity and inclusion programs, educational opportunities, and initiatives to strengthen culture
- Hybrid work model combining remote work with access to office locations for collaboration, live trainings, and socialization
Pay
- On‑target earnings (OTE)