verview:

The Retention Specialist is responsible for managing churned and at-risk customers with the primary goal of maximizing renewals, reducing churn, and increasing customer lifetime value (LTV). The role focuses on understanding customer needs, resolving objections, presenting product value, and applying tailored retention strategies to ensure long-term customer engagement and revenue protection.

Duties & Responsibilities:

Retention & Renewal:

• Manage all churned and at-risk customers and act as the main point of contact for re-engagement.
• Conduct retention and win-back calls to understand churn reasons and present tailored solutions.
• Negotiate renewal terms within approved pricing and discount guidelines.
• Identify upsell and cross-sell opportunities where relevant during renewal conversations.
• Collect churn patterns, risks, and feedback to identify improvement opportunities.
• Track and document all customer interactions, churn reasons, and outcomes in the CRM system (HubSpot).
• Prepare regular reports on churn rate, retention rate, renewal revenue, and customer insights.
• Work closely with Sales, Support, and Product teams to resolve customer issues and improve product adoption.
• Share customer feedback with internal stakeholders to support continuous improvement.

Qualifications & Requirements:

• Bachelor’s degree in Business, Marketing, Information Systems, or a related field.
• Minimum 1+ year of experience in Customer Retention, Customer Success, Account Management, SaaS Sales.
• Experience working in a subscription-based or B2B SaaS environment is highly preferred.
• Experience using CRM tools, preferably HubSpot.
• Strong understanding of SaaS business models, renewals, and subscription lifecycles.
• Knowledge of ERP, accounting, or business management software is a plus.
• Excellent communication, persuasion, and objection-handling skills.
• Strong problem-solving and analytical thinking.
• Customer-centric mindset with a pr
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