客户留存专员
Customer Retention Specialist
Retention Specialist
远程 | 美国
关于我们
Property Leads 为房地产投资者提供高质量、积极的卖方线索，我们正在扩展到家居服务领域。我们是一家低调但强大的初创公司，在过去12个月中参与了50%的非市场房屋交易。我们行动迅速，以数据驱动，并重视结果。
我们的客户是依靠我们提供的线索开展业务的投资者，因此当他们遇到问题时，这很重要——快速有效地解决问题是我们成长的方式。如果你只是想完成回复工单、短信或邮件的任务而不真正解决问题，这里不适合你。如果你希望真正负责客户关系，找到他们问题的根本原因并快速解决，那么这里就是你的地方。
职位描述
Property Leads 正在招聘一名 Retention Specialist，负责处理可能取消的客户。你将亲自处理高风险的升级问题，制定防止流失的计划和操作手册，并指导客户成功经理在问题到达你之前就发现它们。
职责
- 负责高风险或高价值客户的留存：查看健康指标（使用情况、支持历史、支付活动、反馈），根据风险和收入暴露程度进行优先排序，并主动联系客户。
- 与客户共同制定具体的挽救计划，明确行动步骤、负责人和跟进日期。
- 记录每一次留存对话和结果。
- 作为复杂或敏感取消风险的升级点：进行情绪安抚，协调运营/产品/账单/销售团队解决根本原因，并与客户闭环沟通。
- 指导客户成功经理进行早期流失前的沟通：应对异议、发现性问题、电话回顾，并设定清晰的规则，判断何时需要升级还是直接处理。
- 将流失模式转化为操作手册、标准流程和流程改进；与客户成功高级经理合作，分析取消的原因及需要改变的地方。
- 支持已留存客户的扩展对话，但仅在客户的核心问题得到实际解决之后。
要求
- 3–5年以上客户成功、客户管理、留存或相关B2B客户接触岗位经验，有成功挽回客户的记录。
- 具备良好的情绪安抚、谈判和咨询式沟通技巧。
- 有指导或培训客户接触团队的经验。
- 熟悉CRM系统，并能将账户数据转化为行动计划。
- 有订阅/SaaS/租赁行业经验者优先。
查看英文原文
Retention Specialist
REMOTE | US
About Us
Property Leads delivers high-quality, motivated seller leads to real estate investors, and we're expanding into home services. We’re a quiet but mighty start-up company that participated in 50% of off-market home sales in the last 12 months. We move fast, we're data-driven, and we care about results.
Our customers are investors running real businesses on the leads we sell them, so when something goes wrong for them, it matters– and fixing it well, fast, is how we grow. If you just want to check the box on responding to a ticket, text, or email without actually solving the problem, this isn't the place. If you want to own real customer relationships, get to the root of their problems, and solve them quickly, it is.
Role
Property Leads is hiring a Retention Specialist to own our response to customers at risk of canceling. You'll personally handle high-stakes escalations, build the plans and playbooks that prevent churn, and coach Customer Success Managers to catch problems before they reach you.
Responsibilities
- Own retention for high-risk or high-value accounts: review health signals (usage, support history, payment activity, feedback), prioritize by risk and revenue exposure, and reach out proactively.
- Build account-specific save plans with clear actions, owners, and follow-up dates
- Document every retention conversation and outcome.
- Serve as the escalation point for complex or sensitive cancellation risk: de-escalate, coordinate with Ops/Product/Billing/Sales to fix root causes, and close the loop with the customer.
- Coach CSMs on early pre-churn conversations: objection handling, discovery questions, call reviews, and set clear rules for when to escalate vs. handle directly.
- Turn churn patterns into playbooks, SOPs, and process fixes; partner with the Senior Manager of Customer Success on what's driving cancellations and what to change.
- Support expansion conversations on retained accounts, but only once the customer's core concern is actually resolved.
Requirements
- 3–5+ years in Customer Success, Account Management, Retention, or a related B2B customer-facing function, with a track record of talking customers back from the ledge.
- Strong de-escalation, negotiation, and consultative communication skills.
- Experience coaching or training customer-facing teammates.
- Comfortable working in a CRM and turning account data into a plan of action.
- Nice to have: subscription/SaaS/lead-gen background, experience with real estate investors or small-business customers, building playbooks, and familiarity with churn/NRR metrics.
Results
- Fewer high-risk accounts churn, and CSMs handle early-stage risk without escalating.
- Every cancellation risk has a documented save attempt (no more silent losses).
- Retention improves without relying on giving credits or overpromising.
- Churn themes turn into concrete changes to onboarding, product, or process.
Benefits
- 401k, Medical, Vision, Dental
- A fast, low-bureaucracy team where your work has direct, visible impact. No six layers between you and the outcome.
Salary: $60,000 – $95,000 / yearOriginally posted on Himalayas