Senior CRM Retention Specialist

🔥 6 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

⏰ Full Time

🟠 Senior

🔄 Customer Retention Specialist

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Trader Interactive

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛍️ eCommerce

🤝 B2B

💰 Secondary Market on 2021-05

eCommerce • B2B • Marketing

Trader Interactive is a leading provider of digital offerings, specializing in online advertising and marketing services for the powersports, recreational vehicle, commercial truck, and equipment segments. The company operates a diverse portfolio of brands that collectively reach millions of unique visitors each month, helping dealers manage their inventory, generate leads, and enhance their online presence. With proprietary tools like TraderTraxx for inventory management and market research, Trader Interactive strives to support its customers and dealers effectively while fostering a strong team culture.

📋 Description

• Monitoring customer health signals across the DP360 dealer base — usage patterns, feature adoption, NPS, support ticket volume, and renewal timelines — to flag at-risk accounts before churn intent is expressed. • Maintaining and refining a customer risk scoring model, and executing structured outreach cadences that re-engage dealers and reaffirm CRM ROI. • Partnering with Sales to co-own renewal conversations, and with Marketing on targeted re-engagement campaigns for disengaged segments. • Owning the save process for customers who’ve submitted cancellations or signaled strong intent to leave, leading structured recovery conversations to retain the account or negotiate resolution. • Building and maintaining a library of reactive retention playbooks — objection-handling scripts, concession frameworks, and win-back offer guidelines. • Conducting structured exit interviews with churned customers and feeding root cause data back into retention strategy. • Owning churn reporting for DP360 — producing regular analysis of churn volume, revenue impact, cohort trends, and risk concentration by segment. • Building and maintaining a structured view of the CRM competitive landscape, monitoring competitor pricing, features, and switching incentives. • Acting as the primary CRM retention voice across DP360, feeding structured churn intelligence into Product planning and quarterly business reviews.

🎯 Requirements

• 2–4+ years of experience in a SaaS customer retention, customer success, or account management role with direct exposure to churn prevention — CRM or dealer technology experience preferred. • Demonstrated experience managing both proactive retention programmes and reactive churn recovery, with measurable results against GRR or equivalent revenue retention metrics. • Strong customer-facing communication skills — able to lead difficult conversations with dealership owners and GMs, de-escalate frustrated customers, and negotiate outcomes that protect revenue relationships. • Analytical mindset with hands-on experience working with CRM platforms, churn dashboards, and customer health scoring models. • Experience working cross-functionally with Product, Support, Sales, and Marketing teams to drive coordinated retention outcomes. • Genuine interest in learning dealership operations and CRM workflows in depth — this is a specialised role requiring product expertise, not a generalist retention position. • Proven ability to structure and document playbooks, root cause frameworks, and retention reporting. • Must be based in the United States or Canada with eligibility to work without sponsorship.

🏖️ Benefits

• An inclusive and supportive work environment where you can move your career forward and will have the chance to do work that has real, significant impact on the world. • The opportunity to be a part of a global group of digital marketplace businesses (CAR Group) located across Australia, Brazil, Chile and South Korea - collectively we have around 2,500 team members worldwide, and our CAR Group Tour means you might just find yourself working in one of those businesses sometime soon. • Plenty of flexible leave options and employee benefits including up to 31 days of paid time off in your first year, continuing education with access to LinkedIn Learning, a full benefits package including medical, dental & vision, 401K with company match, and wellness program.