Save Specialist - SMB
Core
Retain and manage at-risk SMB customers by diagnosing root causes of churn, negotiating contract changes, and guiding renewals or cancellations.
Role type
Senior Customer Success Specialist (Retention & Renewal)
Builds
Customer retention, subscription right-sizing, and renewal structures for SMB fleet management clients
Domain
SaaS / Fleet Management / Transportation & Logistics
Deliverable
client delivery
Required skills
consultative retention, root cause analysis, contract negotiation, objection handling, multi-threaded account management, CRM proficiency, solution design
Preferred skills
experience with fleet management or SaaS products, ability to structure multi-year renewals
Responsibilities
Manage inbound and proactive conversations regarding retention, renewal, and cancellation; conduct discovery to identify business challenges; negotiate fair contract terms; coordinate with internal teams to resolve issues; maintain accurate customer health records; identify expansion opportunities aligned with retention goals.