Customer Retention Specialist

Property Leads

. Own retention for high-risk or high-value accounts by reviewing health signals, prioritizing by risk and revenue exposure, and reaching out proactively .

Posted 9/25/2026full-timeRemote • Texas • United StatesMid-LevelSenior💰 $60,000 - $95,000 per yearWebsite

About the role

Key responsibilities & impact

Own retention for high-risk or high-value accounts by reviewing health signals, prioritizing by risk and revenue exposure, and reaching out proactively
Build account-specific save plans with clear actions, owners, and follow-up dates
Document every retention conversation and outcome
Serve as the escalation point for complex or sensitive cancellation risk
De-escalate issues, coordinate with Ops, Product, Billing, and Sales to fix root causes, and close the loop with customers
Coach Customer Success Managers on early pre-churn conversations, objection handling, discovery questions, call reviews, and escalation rules
Turn churn patterns into playbooks, SOPs, and process fixes
Partner with the Senior Manager of Customer Success on cancellation drivers and improvements
Support expansion conversations on retained accounts after resolving the customer's core concern

Requirements

What you’ll need

3–5+ years in Customer Success, Account Management, Retention, or a related B2B customer-facing function, with a track record of talking customers back from the ledge
Strong de-escalation, negotiation, and consultative communication skills
Experience coaching or training customer-facing teammates
Comfortable working in a CRM and turning account data into a plan of action
Nice to have: subscription/SaaS/lead-gen background
Nice to have: experience with real estate investors or small-business customers
Nice to have: building playbooks
Nice to have: familiarity with churn/NRR metrics

Benefits

Comp & perks

401k
Medical
Vision
Dental
A fast, low-bureaucracy team where your work has direct, visible impact
No six layers between you and the outcome