RETENTION SPECIALIST

Position Overview

The Retention Specialist will be responsible for managing the renewal and retention process for our small-revenue accounts, with a focus on accounts that have less than $10,000 in Annual Recurring Revenue (ARR) and demonstrate growth potential. This role is critical in maintaining our customer base, mitigating churn risk, and ensuring consistent revenue preservation for our smallest customers. You'll work directly with the Renewal Manager to scale a proven model, learn best practices in retention strategy, learning and execute a proven playbook that delivered 8% incremental retention improvement in 2024. Your success directly contributes to the company's financial health and your own professional development.

Key Responsibilities

• Manage a portfolio of 300-350 small-revenue customer accounts

• Process and execute approximately 33 account renewals per month (11 accounts per week)

• Identify appetite for a multi-year contract lock, along with pitching add-ons to explore expansion opportunities

• Conduct proactive account review and renewal outreach

• Coordinate with CSMs to implement targeted retention strategies for at-risk accounts

• Develop and execute intervention plans for accounts showing signs of potential churn

• Perform regular health checks and risk assessments on account portfolios

• Conduct deep-dive analyses to identify early warning signs of account disengagement

• Create and implement personalized retention communication strategies

• Prepare and generate renewal documentation and contracts

• Track and manage renewal timelines and success rates

• Maintain accurate and up-to-date customer account information in CRM systems

• Collaborate with Account Executives and Customer Success Managers to develop retention approaches

• Develop standardized renewal and retention communication templates

• Generate monthly and quarterly renewal and retention performance reports

Retention Focus Areas

• Proactively identify accounts at high risk of churn

• Develop targeted intervention strategies

• Conduct re-engagement campaigns for disengaged customers

• Analyze usage patterns and customer feedback to predict potential churn

• Create escalation protocols for at-risk accounts

• Document and share insights on common retention challenges

Required Qualifications

• 3+ years of prior experience in a customer-facing role (customer success and/or after-sales support)

• Strong ability to build and maintain customer relationships

• Effective listening and problem-solving skills

• Excellent communication (both written and verbal), presentation, and negotiation skills

• Proven ability to manage multiple responsibilities with a high attention to detail and professionalism

• Proven track record of reducing customer churn

Technical Skills

• Salesforce, HubSpot, or similar CRM platform experience

• Advanced spreadsheet and data analysis skills

• Customer health scoring and risk assessment tools

• Basic contract management capabilities

Performance Metrics

• Renewal rate targets for assigned account portfolio

• Churn reduction percentage

• Successful re-engagement of at-risk accounts

• Average time to complete the signed renewal process

• Accuracy of account documentation and renewal processing

• Maintain or improve engagement/health scores for 90%+ of portfolio accounts

• Achieve the assigned net new expansion revenue from assigned portfolio, such as (Multi-year locks, add-on upsells, or feature tier expansions during renewal conversations)

• Contribute 3-5 documented case studies per quarter for retention & expansion opps

Compensation Structure

• Competitive base salary

• Performance bonuses tied to retention and renewal success

• Opportunity for professional development