The Role
Handle incoming cancellation requests to prevent churn through empathetic discovery, objection handling, and negotiated agreement modifications. Collaborate with Service, Billing, and Operations to remove retention barriers, maintain CRM documentation, and meet monthly retention KPIs and SLAs.
Summary Generated by Built In
About Culligan Quench
Culligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement. Culligan Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan. Headquartered in King of Prussia, PA, Quench has more than 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit https://quench.culligan.com/
About Culligan
There’s nothing more fundamental to life on Earth than water. At Culligan, we believe transforming water can transform the world. That's why we offer expert water services and industry-leading solutions globally. Local Culligan teams deliver better drinking water to people at work, at home and on the go. With expertise across service, science and sustainability, Culligan turns water you can live with into water you can love. For more information visit www.culligan.com.
Values: 5Cs
Culligan as One
Customers come first
Commitment to Innovation
Courage to do what's right
Consistently deliver exceptional results
Key Responsibilities
- Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities
- Apply established retention pathways and approved retention solutions, leveraging consultative questioning techniques to identify which solutions address specific customer objections
- Collaborate cross-functionally with Service, Billing, and Operations teams to quickly resolve barriers to retention and prevent future churn
- Drive conversations to closure, finalizing modified agreements and coordinating next steps to ensure smooth implementation and customer handoff
- Maintain meticulous CRM documentation of all customer interactions, outcomes, negotiated terms, and reasoning to enable team learning and accountability
- Consistently meet or exceed monthly retention KPIs including churn rate, renewal conversion rate, NPS targets, and SLA achievement
Required Qualifications
- 2+ years of professional experience in sales, account management, customer retention, or customer success
- Demonstrated ability to handle objections, de-escalate difficult conversations, and convert cancellation intent into renewals or contract modifications
- Strong ability to drive conversations to closure, finalize agreements, and move customers toward implementation
- Commitment to following documented processes, standard operating procedures, and established retention pathways
- Excellent verbal and written communication skills with ability to tailor messages to different audiences
- Strong proficiency with CRM systems (Salesforce preferred) and ability to learn new platforms quickly
- Proficiency with Microsoft Office Suite (Excel, Word, Outlook)
- Exceptional organizational skills, ability to multi-task, and thrive in a fast-paced, results-driven environment
Preferred Qualifications
- Experience in B2B SaaS, subscription, or recurring revenue business models
- Familiarity with water treatment, water technology, or environmental sustainability industries
- Experience with negotiation frameworks, pricing flexibility, or contract modification
Benefits
- Medical, Dental, Vision which start day one
- 401(k) match of 50% up to 6%
- Life insurance
- Disability
- Unlimited Paid Time Away
- Parental leave
- Additional voluntary benefits
Role Highlights
- Hybrid work model
- Career progression opportunities
- Coaching and professional development
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- 2+ years of professional experience in sales, account management, customer retention, or customer success
- Ability to handle objections, de-escalate difficult conversations, and convert cancellation intent into renewals or contract modifications
- Drive conversations to closure, finalize agreements, and move customers toward implementation
- Commitment to following documented processes, standard operating procedures, and established retention pathways
- Excellent verbal and written communication skills with ability to tailor messages to different audiences
- Strong proficiency with CRM systems and ability to learn new platforms quickly
- Salesforce (preferred)
- Proficiency with Microsoft Office Suite (Excel, Word, Outlook)
- Exceptional organizational skills, ability to multi-task, and thrive in a fast-paced, results-driven environment
- Commutable to Grapevine, TX office location
- Experience in B2B SaaS, subscription, or recurring revenue business models
- Familiarity with water treatment, water technology, or environmental sustainability industries
- Experience with negotiation frameworks, pricing flexibility, or contract modification
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The Company
What We Do
Quench is the brand that helps our growing and forward-thinking customers keep their employees, customers, and guests happy, healthy, and hydrated. We offer water-as-a-service solutions by providing pure drinking water through a broad array of bottle-free machines. Our point-of-use machines offer users countless consumption choices, including mineral-infused quenchWATER+, chewable ice, sparkling water, flavored water, and even coffee. Customers choose Quench because Quench has the depth of options, national reach, and consistently high level of service to deliver pure, delicious water to tens of thousands of small businesses and to over half of the Fortune 500 organizations across the continent. Headquartered outside Philadelphia, PA, Quench is a subsidiary of Culligan.
