Position OverviewThe Retention Specialist will be responsible for managing the renewal and retention process for our small-revenue accounts, focusing on accounts with less than $10,000 in Annual Recurring Revenue (ARR) and limited growth potential.
This role is critical in maintaining our customer base, mitigating churn risk, and ensuring consistent revenue preservation for our smallest customers.Key ResponsibilitiesManage a portfolio of 350-400 small-revenue customer accountsProcess and execute approximately 33 account renewals per month (11 accounts per week)Conduct proactive account reviews and renewal outreachCoordinate with CSMs to implement targeted retention strategies for at-risk accountsDevelop and execute intervention plans for accounts showing signs of potential churnPerform regular health checks and risk assessments on the account portfolioConduct deep-dive analyses to identify early warning signs of account disengagementCreate and implement personalized retention communication strategiesPrepare and generate renewal documentation and contractsTrack and manage renewal timelines and success ratesMaintain accurate and up-to-date customer account information in the CRM systemCollaborate with Account Executives and Customer Success Managers to develop retention approachesDevelop standardized renewal and retention communication templatesGenerate monthly and quarterly renewal and retention performance reportsRetention Focus AreasProactively identify accounts at high risk of churnDevelop targeted intervention strategiesConduct re-engagement campaigns for disengaged customersAnalyze usage patterns and customer feedback to predict potential churnCreate escalation protocols for at-risk accountsDocument and share insights on common retention challengesRequired QualificationsBachelor's degree in Business Administration, Sales, or related field2-3 years of experience in customer success, account management, or sales renewal roles with a focus on retentionProven track record of reducing customer churnStrong analytical and problem-solving skillsExcellent communication and negotiation capabilitiesProficiency in CRM software and Microsoft Office SuiteDetail-oriented with strong organizational capabilitiesAbility to manage high-volume account renewals and retention efforts efficientlyTechnical SkillsSalesforce, HubSpot, or similar CRM platform experienceAdvanced spreadsheet and data analysis skillsCustomer health scoring and risk assessment toolsBasic contract management capabilitiesPerformance MetricsRenewal rate targets for assigned account portfolioChurn reduction percentageSuccessful re-engagement of at-risk accountsAverage time to complete renewal processAccuracy of account documentation and renewal processingCompensation StructureCompetitive base salaryPerformance bonuses tied to retention and renewal success