留存专员
Retention Specialist
关于客户
我们的客户是一家快速发展的数据驱动型公司，为房地产投资者提供高质量、有动力的卖家线索，并正在扩展到家装市场。过去一年中，该公司在非市场房源销售中发挥了重要作用，公司文化快节奏、低官僚主义，注重结果。他们的客户依靠所获得的线索开展真实的业务，因此当出现问题时，目标不仅仅是回应——而是理解问题、快速解决，并建立保持客户成功的合作关系。
职位概述
我们正在寻找一名留存专员，在重要客户面临流失风险时介入并扭转局面。你将直接与高价值和高风险客户合作，了解他们担忧的原因，并制定实际的解决方案以解决问题并赢得他们的持续业务。你还将帮助客户成功经理更好地识别和处理问题，防止问题演变为取消订阅。这是一个高度可见的职位，你将直接影响客户满意度、留存率和重复收入——并有机会将从客户那里学到的经验转化为更好的流程、操作手册和公司整体改进。
我们提供的福利
- 基础薪资：7万美元 - 9万美元
- 绩效奖金，目标收入（OTE）：12万美元 - 15万美元
- 全面的带薪培训和入职指导
- 雇主支付的医疗、牙科和视力保险
- 401(k)计划，公司匹配
- 全远程职位，有长期发展机会
- 绩效奖金与客户留存、收入保护、账户扩展和客户满意度挂钩
- 有机会直接对公司增长和重复收入产生影响
- 与协作、高绩效的领导团队一起工作
- 在快速发展的组织中拥有职业晋升机会
核心职责与任务
- 负责高风险和高价值客户账户的留存工作，利用账户健康状况、使用情况、支持历史、付款活动和客户反馈来识别和优先处理风险。
- 主动联系表现出不满或潜在取消迹象的客户，在关系丢失前进行沟通。
- 制定针对特定账户的留存计划，明确问题、所需行动、责任人和跟进时间表。
- 作为主要升级点，处理客户问题并推动解决方案实施。
查看英文原文
About Client
Our client is a rapidly growing, data-driven company that provides high-quality, motivated seller leads to real estate investors and is expanding into the home services market. The company has played a role in a significant portion of off-market home sales over the past year and operates with a fast-paced, low-bureaucracy culture where results matter. Their customers are running real businesses on the leads they receive, so when an issue comes up, the goal isn't simply to respond — it's to understand the problem, solve it quickly, and build a relationship that keeps the customer successful.
Job Summary
We're looking for a Retention Specialist who can step in when an important customer is at risk of leaving and turn the situation around. You'll work directly with high-value and high-risk accounts, understand what's driving their concerns, and create practical plans to resolve the issues and earn their continued business. You'll also help Customer Success Managers become better at identifying and addressing problems before they turn into cancellations. This is a highly visible role where you'll have a direct impact on customer satisfaction, retention, and recurring revenue — with the opportunity to turn what you learn from customers into better processes, playbooks, and company-wide improvements.
What We Offer
- Base Salary: $70k - $90k
- Performance Bonus, On-Target Earnings (OTE): $120k - $150k
- Comprehensive paid training and onboarding
- Employer-paid Medical, Dental, and Vision insurance
- 401(k) with company match
- Fully remote position with long-term growth opportunities
- Performance bonuses tied to customer retention, revenue protection, account expansion, and customer satisfaction
- Opportunity to make a direct impact on company growth and recurring revenue
- Work alongside a collaborative, high-performing leadership team
- Career advancement opportunities within a rapidly growing organization
Essential Duties & Responsibilities
- Own retention efforts for high-risk and high-value customer accounts, using account health, usage, support history, payment activity, and customer feedback to identify and prioritize risk.
- Proactively reach out to customers showing signs of dissatisfaction or potential cancellation before the relationship is lost.
- Develop account-specific retention plans that clearly outline the problem, required actions, responsible parties, and follow-up timeline.
- Act as the primary escalation point for complex, sensitive, or high-value cancellation situations.
- De-escalate challenging customer conversations while maintaining a consultative, solutions-focused approach.
- Work cross-functionally with Operations, Product, Billing, Sales, and Customer Success to identify and resolve the underlying causes of customer issues.
- Document retention conversations, action plans, outcomes, and customer feedback accurately in the CRM.
- Coach Customer Success Managers on handling early-stage churn risk, including objection handling, discovery, and knowing when an issue requires escalation.
- Identify recurring reasons for cancellations and turn those insights into retention playbooks, SOPs, and improvements to the customer experience.
- Identify expansion opportunities within retained accounts once the customer's core concerns have been fully addressed and the relationship is healthy.
Qualifications
- 3–5+ years of experience in Customer Success, Account Management, Retention, or another B2B customer-facing role.
- Proven ability to successfully retain customers who are considering canceling or leaving.
- Strong de-escalation, negotiation, and consultative communication skills.
- Comfortable having difficult conversations and addressing customer concerns directly and professionally.
- Experience coaching, mentoring, or training customer-facing team members.
- Strong problem-solving skills with the ability to identify root causes rather than simply address symptoms.
- Comfortable working in a CRM and using customer/account data to determine priorities and build action plans.
- Strong organizational skills and the ability to manage multiple high-priority accounts and follow-ups simultaneously.
- Experience building or improving playbooks, SOPs, workflows, or customer-facing processes is a plus.
- Experience with subscription/SaaS, lead generation, real estate investors, small-business customers, or familiarity with churn and NRR metrics is a plus.
Originally posted on Himalayas