Customer Retention Specialist

About the role

Smarter Contact is looking for a Customer Retention Specialist to protect revenue and reduce churn for its AI‑powered communications platform serving real‑estate professionals. You will engage cancelled or at‑risk accounts, understand their concerns, and act as the bridge to the Customer Success team to secure renewals.

Key responsibilities

• Own a monthly retention quota and drive subscription renewals.
• Apply approved retention tactics such as in‑app credits, billing credits, plan downgrades, and success enablement.
• Intercept downgrade requests, reposition value, and align ROI before plan changes are approved.
• Recover failed onboarding cases by re‑activating customers and accelerating time‑to‑first‑value.
• Conduct proactive outreach to low‑usage or disengaged accounts using “silent churn” playbooks.
• Collaborate with the Success team to diagnose root causes of underperformance and implement corrective actions.

Required profile

• 5+ years in customer retention or account management, with at least 3 years in a SaaS environment.
• Experience making 50+ retention calls per week via phone or video conference.
• Strong analytical ability to identify churn risks and take targeted action.
• Excellent objection handling, negotiation, and communication skills.
• Full business‑level English proficiency.
• Availability to work a minimum of 40 hours per week, Monday‑Friday, 10 am‑7 pm EST.

Required skills

What we offer

• Competitive USD base salary.
• 15 days PTO, 5 sick days, and 10 floating holidays (total 6 weeks off).
• High autonomy, fast execution, and real impact.
• Professional development and wellness benefits.
• Remote‑first work environment with quarterly health allowance.