Customer Retention Specialist
Core
Retention Specialist who engages at-risk customers via phone and value sessions to diagnose churn risks, guide them to product solutions, and protect recurring revenue.
Role type
Customer Retention Specialist (IC)
Builds
Customer retention and recurring revenue for Jobber SaaS platform
Domain
SaaS / Customer Success / B2B Services
Deliverable
client delivery
Required skills
consultative sales, churn risk diagnosis, product knowledge translation, high-volume phone engagement, root cause analysis, cross-functional collaboration, resilience under pressure, problem-solving, adaptability, modern software proficiency
Preferred skills
AI tool usage for productivity
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 cross-functional teams to share insights and identify churn trends; Exercise judgment in high-risk customer situations to balance customer needs with business outcomes; Contribute to long-term retention strategy by analyzing churn drivers; Adapt quickly to evolving processes and product updates.
Seniority
Individual Contributor (IC)
