Retention Specialist
Core
Retention Specialist protecting recurring revenue by engaging at-risk customers via phone to diagnose churn causes and guide them toward solutions that sustain their Jobber subscription.
Role type
Senior IC Customer Retention Specialist
Builds
Customer retention outcomes and recurring revenue stability
Domain
SaaS / Construction Management Software
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
consultative sales, diagnostic problem-solving, high-volume phone engagement, product knowledge translation, cross-functional partnership, data-driven insight generation, resilience under pressure, adaptability in growth environments
Preferred skills
AI tool proficiency, experience in high-volume customer-facing environments
Technologies
modern cloud-based software tools, account health indicators, product usage analytics
Responsibilities
Conduct inbound and outbound retention calls to identify and resolve churn risks; Facilitate scheduled value sessions to drive feature adoption and workflow optimization; Partner with Customer Success, Support, and Product teams to share insights and improve the customer experience; Analyze churn patterns to influence long-term retention strategies; Navigate complex customer situations involving cancellation decisions or pricing concerns.
Seniority
Individual Contributor, experienced in high-volume environments
