Constant Contact makes digital marketing easy and effective for small businesses and nonprofits across the globe. Backed by Communitech.
About the role
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.
What they're looking for
- 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
- Familiarity with Salesforce, Stripe, Five9, IEX, Verint and customer lifecycle stages, and CRM best practices preferred
More about this role
At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams . Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!
As a Retention Specialist at Constant Contact, your role is to become a trusted advisor and advocate for our customers at a critical decision point. You will engage directly with customers expressing an intent to cancel or downgrade, and through your consultative, empathetic, and solutions-driven approach, you’ll help them rediscover the value of our platform. This position is pivotal in preserving revenue, reducing churn, and ensuring our customers feel heard, supported, and successful.
This is not an entry-level position. You must demonstrate seasoned judgment, advanced negotiation techniques, and a deep understanding of...
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