Kenect · 1 month ago
Customer Retention Specialist
Pleasant Grove, US
Full-time
Onsite
Entry, Mid Level
2+ years expKenect is on a mission to revolutionize customer communication and engagement for businesses across North America. The Customer Retention Specialist role focuses on reducing customer churn and preserving recurring revenue by actively engaging with customers at risk of cancellation, employing proactive strategies to enhance retention outcomes.
Information TechnologyMessagingSoftware
Responsibilities
Save $65,000 in ARR per month through proactive engagement and retention strategies
Manage a pipeline of cancellation requests per month, working quickly to identify root causes and address customer concerns
Make a minimum of 25 outbound dials per day to connect with customers considering cancellation
Conduct empathetic, solution-oriented conversations to uncover business needs and propose tailored solutions
Maintain professional, consultative, and persuasive communication across phone, email, and other channels
Diagnose drivers of churn such as product gaps, pricing, or service dissatisfaction
Collaborate with cross-functional teams (Product, Support, Sales, CS) to escalate feedback and deliver customer solutions
Track and report on save rates, churn reasons, and revenue impact to leadership
Maintain accurate records of customer interactions and outcomes in CRM systems
Follow structured save-playbooks while contributing to process improvement and new retention tactics
Qualification
Required
2+ years in Customer Success, Retention, Account Management, or similar customer-facing role
Proven track record of meeting or exceeding revenue retention or quota goals
Strong phone presence with excellent negotiation, persuasion, and objection-handling skills
Comfortable managing high-volume customer queues while delivering quality conversations
Ability to analyze data and articulate actionable insights to improve customer outcomes
Proficiency with CRM and customer success platforms (Salesforce)
Benefits
Health, Dental, Vision, Life & Disability Insurance
Your birthday is a paid day off
Onsite gym
Breakroom full of snacks and drinks
Convenient location next to freeway entrance/exit
Company
Kenect
Kenect is a messaging platform that connects businesses with consumers.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$1.31MKey Investors
PSG Equity
2021-04-20Series Unknown
2020-03-26Seed· $1M
2019-10-03Debt Financing· $0.3M
Leadership Team
Jeff Jones
President & COO
Bradford Rees
Vice President of Finance and Operations
Recent News
2025-10-09
Destination CRM
2025-09-24
2025-09-22
Company data provided by crunchbase