Retention Specialist

🔥 18 hours ago

🇺🇸 United States – Remote

💵 $70k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Carr Talent

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🏗️ Construction

🏭 Manufacturing

Consulting • Construction • Manufacturing

Carr Talent is a talent acquisition agency that specializes in recruiting high-caliber individuals for industries such as manufacturing, engineering, construction, and oil & gas. The company emphasizes a unique "right hire" guarantee supported by a 1-year perfect-fit assurance and offers a flat fee recruitment model. Carr Talent adopts an "approach and poach" strategy, actively sourcing over 75% of its hires through direct outreach rather than job advertisements. They provide a suite of HR consultative services, including job description creation and candidate testing. The company is led by a team with extensive experience and a focus on delivering cost-efficient, high-quality recruitment solutions.

📋 Description

• Own retention efforts for high-risk and high-value customer accounts using account health, usage, support history, payment activity, and customer feedback • Proactively reach out to customers showing signs of dissatisfaction or potential cancellation • Develop account-specific retention plans outlining problems, required actions, responsible parties, and follow-up timelines • Act as the primary escalation point for complex, sensitive, or high-value cancellation situations • De-escalate challenging customer conversations using a consultative, solutions-focused approach • Work cross-functionally with Operations, Product, Billing, Sales, and Customer Success to resolve underlying customer issues • Document retention conversations, action plans, outcomes, and customer feedback in the CRM • Coach Customer Success Managers on early-stage churn risk, objection handling, discovery, and escalation • Turn recurring cancellation insights into retention playbooks, SOPs, and customer-experience improvements • Identify expansion opportunities within retained accounts after core concerns are addressed

🎯 Requirements

• 3–5+ years of experience in Customer Success, Account Management, Retention, or another B2B customer-facing role • Proven ability to successfully retain customers who are considering canceling or leaving • Strong de-escalation, negotiation, and consultative communication skills • Comfortable having difficult conversations and addressing customer concerns directly and professionally • Experience coaching, mentoring, or training customer-facing team members • Strong problem-solving skills with the ability to identify root causes rather than simply address symptoms • Comfortable working in a CRM and using customer/account data to determine priorities and build action plans • Strong organizational skills and the ability to manage multiple high-priority accounts and follow-ups simultaneously • Experience building or improving playbooks, SOPs, workflows, or customer-facing processes is a plus • Experience with subscription/SaaS, lead generation, real estate investors, small-business customers, or familiarity with churn and NRR metrics is a plus

🏖️ Benefits

• Performance Bonus • Comprehensive paid training and onboarding • Employer-paid Medical, Dental, and Vision insurance • 401(k) with company match • Fully remote position • Long-term growth opportunities • Performance bonuses tied to customer retention, revenue protection, account expansion, and customer satisfaction • Opportunity to make a direct impact on company growth and recurring revenue • Collaborative, high-performing leadership team • Career advancement opportunities within a rapidly growing organization