Retention Specialist

Quench Water & Solar

. Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities .

Posted 11/6/2026full-timeKing of Prussia • Pennsylvania • United StatesJuniorMid-Level💰 $48,000 - $58,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer retention strategies, objection handling, and negotiation frameworks while maintaining meticulous CRM documentation. Proven ability to drive conversations to closure and implement solutions that protect revenue and enhance customer satisfaction.

Highest-signal resume keywords

Customer RetentionObjection HandlingCRM ProficiencyNegotiation FrameworksB2B SaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessSalesAccount ManagementContract ModificationRetention PathwaysKPI AchievementConsultative QuestioningMulti-taskingProcess AdherenceImplementation Coordination

Soft Skills

EmpathyCommunication SkillsOrganizational SkillsProblem SolvingDe-escalation

Tools & Technologies

SalesforceMicrosoft Office SuiteCRM Systems

Industry Keywords

B2B SaaSSubscription ModelsRecurring RevenueWater TreatmentEnvironmental Sustainability

About the role

Key responsibilities & impact

Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities
Apply established retention pathways and approved retention solutions, leveraging consultative questioning techniques to identify which solutions address specific customer objections
Collaborate cross-functionally with Service, Billing, and Operations teams to quickly resolve barriers to retention and prevent future churn
Drive conversations to closure, finalizing modified agreements and coordinating next steps to ensure smooth implementation and customer handoff
Maintain meticulous CRM documentation of all customer interactions, outcomes, negotiated terms, and reasoning to enable team learning and accountability
Consistently meet or exceed monthly retention KPIs including churn rate, renewal conversion rate, NPS targets, and SLA achievement
Protect revenue by handling customer cancellation requests and preventing churn
Move retained customers toward implementation and demonstrate renewed value within established frameworks

Requirements

What you’ll need

2+ years of professional experience in sales, account management, customer retention, or customer success
Demonstrated ability to handle objections, de-escalate difficult conversations, and convert cancellation intent into renewals or contract modifications
Strong ability to drive conversations to closure, finalize agreements, and move customers toward implementation
Commitment to following documented processes, standard operating procedures, and established retention pathways
Excellent verbal and written communication skills with ability to tailor messages to different audiences
Strong proficiency with CRM systems (Salesforce preferred) and ability to learn new platforms quickly
Proficiency with Microsoft Office Suite (Excel, Word, Outlook)
Exceptional organizational skills, ability to multi-task, and thrive in a fast-paced, results-driven environment
Experience in B2B SaaS, subscription, or recurring revenue business models
Familiarity with water treatment, water technology, or environmental sustainability industries
Experience with negotiation frameworks, pricing flexibility, or contract modification

Benefits

Comp & perks

Medical, Dental, Vision which start day one
401(k) match of 50% up to 6%
Life insurance
Disability
Unlimited Paid Time Away
Parental leave
Additional voluntary benefits
Hybrid work model
Career progression opportunities
Coaching and professional development
Commission
Incentive awards