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