Sage · 18 hours ago
Outbound In-Life Retention Representative
Atlanta, GA
Contract
Hybrid
Entry Level
1+ years expSage is a company focused on maximizing customer retention and minimizing churn. They are seeking an Outbound In-Life Retention Representative to engage with Sage 50 customers during their contract lifecycle, identify risks, and deliver solutions to encourage customer loyalty.
Business Information SystemsEnterprise SoftwareHuman ResourcesInformation TechnologySoftware
Responsibilities
Initiate outbound calls to assigned renewal accounts and customers identified as at risk of churn
Prioritize outreach based on churn risk, contract expiration, and customer value
Build relationships with customers throughout their lifecycle to encourage renewal and satisfaction
Conduct needs assessments to understand customer concerns and reasons for potential cancellation
Present tailored solutions, offers, or add-on modules that address customer needs and increase value
Handle objections empathetically and work to resolve issues that may lead to churn
Identify and pursue upsell and cross-sell opportunities during retention conversations
Educate customers on additional Sage 50 products, modules, and services that can enhance their experience and business outcomes
Maintain accurate and up-to-date customer records in Salesforce CRM
Document all interactions, outcomes, and agreed-upon actions immediately after each call
Schedule and conduct follow-up calls as needed to ensure customer satisfaction and resolution
Work closely with internal teams (marketing, sales, customer success) to share insights and improve retention strategies
Participate in regular team meetings to review performance metrics, share best practices, and contribute feedback for product and service enhancements
Track and report daily call outcomes, retention rates, and reasons for unsuccessful retention attempts
Meet or exceed defined KPIs, including retention rate, upsell volume, and customer satisfaction scores
Qualification
Required
1+ year experience in B2B sales, account management, or retention roles within SaaS or technology sectors
Proven ability to manage retention and upsell conversations with decision-makers
Strong communication skills (verbal and written), active listening, and objection handling
Experience using Salesforce CRM for pipeline management and documentation
Ability to work independently in a fast-paced, high-volume environment
Strong organizational skills, including prioritization and time management
Benefits
Comprehensive health, dental, and vision coverage.
401(k) retirement match (100% matching up to 4%).
32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday).
18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after the start date.
5 days paid yearly to volunteer (through Sage Foundation).
$5,250 tuition reimbursement per calendar year starting 6 months after the hire date.
Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually).
Library of on-demand career development options and ongoing training offerings.
Company
Sage
At Sage, we knock down barriers with information, insights, and tools to help your business flow.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Alvaro Ramirez
CEO & President Southern Europe
Steve Hare
Chief Executive Officer
Recent News
Essential Business
2026-01-24
2025-12-12
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