Growth and Retention Specialist

Growth And Retention Specialist

The Growth And Retention Specialist is a strategic, customer-facing role focused on protecting and growing our existing customer base. This position is central to our customer retention strategy, proactively engaging customers throughout their renewal lifecycle. Beyond simply processing transactions, you will serve as a primary point of contact, ensuring our customers not only continue to find value in our products but also discover new opportunities to grow with us.

Your primary responsibilities will be to secure renewals and identify and act on opportunities to upsell and cross-sell. This requires a deep understanding of customer objectives, the ability to articulate our value proposition effectively, and a commitment to finding solutions that meet their evolving needs. The ideal candidate will be adept at navigating customer conversations and independently driving positive commercial outcomes for both the customer and the business.

Responsibilities

• Own The Renewal Process : Manage the full renewal cycle, from initial communication to contract close. Proactively engage with customers to discuss upcoming renewals, address any concerns, and ensure a smooth, timely process.
• Identify Upsell And Cross-Sell Opportunities : Actively listen to customer needs and challenges to identify and introduce additional products, services, or upgrades that will enhance their success and expand our footprint within their organization.
• Negotiate And Problem Solve : Lead commercial discussions, including pricing negotiations, to secure renewals. Tactfully address and resolve any customer concerns or obstacles to ensure a successful outcome.
• Serve As A Customer Advocate : Build strong relationships with customers, acting as a trusted advisor and a strategic liaison. Effectively communicate customer needs and feedback to internal teams, ensuring a rapid and comprehensive response.
• Drive Internal Collaboration : Act as the primary link between the customer and internal teams (Sales, Customer Success, etc.). Route and escalate complex customer needs or issues to the appropriate team members, ensuring a unified and efficient approach to customer.
• Adhere To And Improve Processes : Follow established renewal processes while also contributing to their ongoing refinement based on customer feedback and interactions.

Qualifications