Customer Retention Specialist

About us:

Smarter Contact is the market-leading AI-powered text and voice communications platform for real estate professionals in the US market. We’re building a best-in-class product with world-class talent to serve customers who rave about us. Will you join us?

About you:

This is a direct-hire role. As a Customer Retention Specialist, your primary responsibility is to reduce churn and protect revenue. You will proactively engage canceled and churned accounts via calls, text, and emails to understand why. Most importantly, you’ll be the bridge that enables customer success, helping us retain them. As a result, retained revenue will follow with subscription renewals, of which you will be responsible for attaining a monthly quota.

What You’ll Own:

• Responsible for reducing churn by retaining customers and revenue.
• You’ll own a monthly customer retention quota as your main KPI.
• Apply approved retention strategies (in-app credits, billing credits, plan downgrades, and success enablement) within defined guidelines.
• Intercept downgrade requests and reposition value through usage planning, campaign scheduling, and ROI alignment before the plan change is approved.
• Identify and recover failed onboarding cases by re-driving activation and time-to-first-value.
• Perform proactive outreach to low-usage and disengaged accounts using structured “silent churn” playbooks to re-engage customers before cancellation intent surfaces.
• Working with the Success team, diagnose root causes of underperformance (targeting, messaging, timing, setup) and implement corrective actions that directly improve campaign outcomes.

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