Customer Retention Specialist

Location: In Office (Lehi, UT)

Employment Type: Full-Time

Team: Customer Experience

The Customer Retention Specialist will play a pivotal role in reducing churn, increasing customer lifetime value, and fostering long term loyalty among our customers.  This role focuses on proactively engaging with customers, resolving issues, analyzing user behavior, and implementing data driven retention strategies.  The ideal candidate is a customer advocate with strong communication skills, a passion for problem-solving, and experience in a SaaS or technology-driven environment.

SalesRabbit is the leader in field sales, operating as the only fully integrated field sales management platform. We’re a fast-growing SaaS company helping sales teams close more deals and work more efficiently.

• Love customers and helping them succeed
• Have a strong sense of curiosity and love improving processes
• Be both humble and confident—comfortable leading, but always learning
• Thrive in a fast-moving, high-growth environment
• Be willing to roll up your sleeves and build

Responsibilities

• Proactive Engagement & Churn Prevention: Identify at-risk customers using metrics (e.g., reduced login frequency, feature inactivity) and proactively reach out to understand challenges and provide solutions.
• Feedback Analysis & Advocacy: Gather and analyze customer feedback through surveys, interviews, and support interactions to identify pain points and advocate for product or process improvements.
• Retention Strategy Development: Design and implement personalized retention campaigns and engagement initiatives to reduce churn and increase customer satisfaction.
• Cross-Functional Collaboration: Work closely with Sales, Product, and Support teams to align on customer needs, resolve escalations, and drive a seamless customer experience.
• Own Cancellations for SMB Segment: Manage and respond to cancellation requests from SMB customers, identifying root causes of dissatisfaction and implementing tailored solutions to retain accounts.
• Renegotiate Contracts for Retention: Engage with SMB customers considering cancellation to renegotiate contract terms, such as pricing, subscription plans, or feature access, to align with their needs and secure continued business.
• Track SMB Retention Outcomes: Monitor and report on the success of retention efforts for the SMB segment, including cancellation reversal rates and contract renewal metrics, to inform broader retention strategies.
• Other duties and responsibilities as required.

• 2+ years in a SaaS Customer Success, Sales, or Account Management role 
• Knowledge of sales principles, negotiation, or upselling strategies.
• Strong interpersonal skills, including empathy, patience, and active listening
• Proficiency with CRM software
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical audiences.
• Experience in Roofing or Door to Door Sales industries (preferred, not required) 
• Ability to analyze data to identify trends and optimize retention strategies.

Benefits

• PTO, paid holidays, and paid parental leave
• Medical/vision/dental insurance, with HSA option
• Basic life insurance
• 401(k) matching
• Company phone plan
• Onsite gym
• Fully stocked break room and weekly catered lunches
• Women’s group

SalesRabbit is proud to be an equal opportunity employer and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

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