Retention Specialist

Retention Specialist

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. Theres something profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. Were energized by new challenges and new possibilities-and were just getting started!

As a Retention Specialist at Constant Contact, your role is to become a trusted advisor and advocate for our customers at a critical decision point. You will engage directly with customers expressing an intent to cancel or downgrade, and through your consultative, empathetic, and solutions-driven approach, youll help them rediscover the value of our platform. This position is pivotal in preserving revenue, reducing churn, and ensuring our customers feel heard, supported, and successful.

This is not an entry-level position. You must demonstrate seasoned judgment, advanced negotiation techniques, and a deep understanding of how our platform supports small businesses and nonprofits. This is a remote role which starts on November 17th. The hourly rate ranges from $17 - $20 per hour plus commission. Performance based increases are available within the first year. There is an initial 90 day attendance policy.

What You'll Do

• Customer Retention Excellence Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes.
• Handle Save Opportunities Manage inbound calls from customers requesting cancellation or downgrade. Apply problem-solving and retention techniques to overcome objections and highlight solution-based value.
• Tailored Consultative Support Identify the customer's industry, pain points, and usage trends to personalize your messaging and propose marketing strategies that align with their business goals.
• Execute Retention Strategies Leverage a structured offer tree, active listening, and product knowledge to recommend relevant features, services, or account optimizations.
• Offer Management & Compliance Use save offers judiciously based on call type, business rules, customer potential, and historical engagement data.
• Cross-Functional Collaboration Work collaboratively with Billing, Tier 1, Customer Success, and Product Support teams to resolve any underlying customer issues driving churn.
• Insights & Special Projects Track cancellation reasons, identify trends, and participate in pilots or process improvements that enhance customer satisfaction and business performance.

What You Bring

Performance Metrics (Industry Best Practices)

Why This Role Matters

Retention Specialists are the frontline defense against revenue loss. Your ability to retain customers directly contributes to our business sustainability, customer trust, and brand reputation. You will be equipped with tools, training, and real-time data insights to help you succeed in delivering measurable impactwhile advocating for and celebrating our customers.

Why Join Constant Contact

At Constant Contact, we dont just help small businesses market smarterwe help them stay in business. Youll be part of a passionate, high-performing team that drives retention through meaningful conversations, proactive problem-solving, and customer-focused strategy.