Retention Specialist (US Process)

Why This Role Exists

Customers hesitate. Deals stall. Pipelines die if no one applies pressure.

This role exists to retain customers, move them forward, and prevent fallout.
You are not here to comfort customers. You are here to keep projects alive and progressing.

What You Will Own

You own customers once friction begins.

Your responsibility includes:
• Calling customers who are delayed, hesitant, or at risk of canceling
• Handling objections, concerns, and pushback directly
• Re-aligning customers to timelines, commitments, and next steps
• Coordinating with sales and operations to unblock issues
• Enforcing follow-ups until resolution, not reminders
• Escalating intelligently when required
• Maintaining clean pipeline status and accountability

If a customer drops, you are expected to know why.

Requirements

Do not apply if you do not meet these.

• 3+ years in customer retention, account management, or customer success
• Direct experience handling unhappy or resistant customers
• Strong English communication with clear call presence
• Experience working US or international customers
• Comfortable working US time zones
• Metrics-driven and outcome-focused

Benefits

Competitive Salary

Growth Opportunities