Retention Specialist

• Manage inbound and outbound client interactions across Salesforce cases, email, and churn alerts with urgency and professionalism
• Engage B and C segment clients to resolve dissatisfaction, restore accounts, and prevent churn
• Conduct proactive account health checks, risk assessments, and escalations to protect account retention
• Partner cross-functionally with Sales, Support, and Client Success to resolve issues and recover at-risk accounts
• Recommend tailored retention solutions, including product enhancements and pricing adjustments
• Negotiate cancellations and implement creative strategies to preserve recurring revenue
• Execute proactive outreach to accounts showing early signs of disengagement
• Maintain accurate and timely documentation of all client interactions, resolutions, and outcomes
• Consistently meet or exceed retention KPIs and performance targets, while identifying trends and insights to improve engagement
• Maintain expert-level knowledge of SpotOn products, services, and value propositions
• Respond promptly to client inquiries and online feedback, ensuring timely resolution and positive experiences
• Deliver high-quality, accurate outcomes by adhering to Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and documented workflows
• Review and validate work prior to submission to ensure consistency, accuracy, and quality standards
• Identify process gaps or errors and contribute to continuous improvement and operational excellence initiatives

• Strong communication, influence, and problem-solving skills, with the ability to collaborate across teams
• High emotional intelligence, with exceptional written and verbal communication in client-facing environments
• Proven ability to manage multiple accounts, cases, and priorities in a fast-paced environment
• Solutions-oriented and proactive mindset with a strong focus on retention and client satisfaction
• Adaptable and agile, comfortable navigating complexity and ambiguity while meeting deadlines
• Demonstrated experience in client retention, account management, or customer success, with measurable results
• Knowledge of SaaS, fintech, payment processing, or software solutions industries preferred
• 2–5 years of professional experience in Customer Success, Account Management, Retention, or related roles
• Experience in SaaS or fintech environments strongly preferred
• Bachelor’s degree in Business Administration, Marketing, Communications, Hospitality Management, or a related field required
• Fluent in English and Spanish (written and verbal)

Additional languages are a plus, but not required