Constant Contact · 1 day ago
Retention Specialist
United States
Full-time
Remote
Entry, Mid Level
$17/hr - $20/hr
2+ years expConstant Contact is a company focused on empowering business owners and individuals to succeed online. As a Retention Specialist, you will act as a trusted advisor to customers looking to cancel or downgrade their services, using your consultative approach to help them rediscover the value of the platform and preserve revenue.
EmailEmail MarketingEvent ManagementMessagingSocial Media Marketing
Responsibilities
Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes
Manage inbound calls from customers requesting cancellation or downgrade. Apply problem-solving and retention techniques to overcome objections and highlight solution-based value
Identify the customer's industry, pain points, and usage trends to personalize your messaging and propose marketing strategies that align with their business goals
Leverage a structured offer tree, active listening, and product knowledge to recommend relevant features, services, or account optimizations
Use save offers judiciously based on call type, business rules, customer potential, and historical engagement data
Work collaboratively with Billing, Tier 1, Customer Success, and Product Support teams to resolve any underlying customer issues driving churn
Track cancellation reasons, identify trends, and participate in pilots or process improvements that enhance customer satisfaction and business performance
Qualification
Required
2+ years in a Customer Retention, Inside Sales, or Account Management role (preferably in a SaaS, tech, or subscription-based business)
Strong verbal and written communication skills with a proven ability to handle sensitive customer conversations confidently
Demonstrated experience with save-rate-driven metrics or quota-based goals
Ability to navigate difficult conversations and turn negative experiences into positive outcomes
Strong analytical thinking with the ability to assess account history, campaign effectiveness, and billing patterns
The ability to navigate multiple systems to resolve customer inquiries
Preferred
Familiarity with Salesforce, Stripe, Five9, IEX, Verint and customer lifecycle stages, and CRM best practices
A growth mindset—someone who learns quickly, adapts in a fast-paced environment, and thrives on hitting goals
Benefits
Health and welfare benefits including paid leave
Generous paid time off policy
Competitive benefits package that supports the health and well-being of you and your family
Company
Constant Contact
Constant Contact makes digital marketing easy and effective for small businesses and nonprofits across the globe.
1001-5000 employees
H1B Sponsorship
Constant Contact has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (20)
2024 (16)
2023 (16)
2022 (33)
2021 (21)
2020 (27)
Funding
Current Stage
Public CompanyTotal Funding
$423.16MKey Investors
Clearlake Capital GroupGreylock
2025-10-07Private Equity
2021-02-11Private Equity· $400M
2015-11-02Acquired
Leadership Team
Frank Vella
Chief Executive Officer
Jerry Jao
SVP & GM
Recent News
The Journal Record
2025-11-09
Company data provided by crunchbase