Job description · Customer support · Full-time
Customer Retention Specialist job description
A customer retention specialist talks to customers who want to cancel, downgrade, or pause, and finds the right offer or fix to keep them. They also spot the reasons people leave so the business can fix them.
Responsibilities
- Handle cancellation and downgrade requests by email, chat, and phone
- Present approved save offers, pauses, or plan changes that fit the customer
- Record cancellation reasons accurately in the CRM
- Win back recently lapsed customers with outreach campaigns
- Report monthly on save rates and top churn reasons
- Suggest product, policy, or onboarding changes that would prevent churn
Requirements
- Two or more years in retention, customer service, or inside sales
- Persuasive but respectful; never pushy
- Strong listening skills
- Comfortable with subscription billing systems
- Numbers-aware: tracks save rate and revenue kept
Tools
- Recharge, Chargebee, or Stripe Billing
- Gorgias or Zendesk
- HubSpot or Klaviyo
- Aircall
What success looks like after 90 days
- Save rate tracked weekly with reasons recorded for every cancellation
- A tested library of save offers by cancellation reason
- A monthly churn report with recommended fixes
Screening questions
Ask these before you book an interview.
- Have you handled cancellation requests before?
- Which subscription billing tools have you used?
- How do you know when to stop trying to save a customer?
- This is a full-time role working set hours each business day. Can you commit to that schedule?
Interview questions
- A customer says the product is too expensive. Walk me through the conversation.
- How would you design a win-back email for lapsed customers?
- Tell me about a save you are proud of.
- Which cancellation reason is most fixable, in your experience?
Hiring tip
Make clear in the interview that respecting a firm cancellation is part of the job. Retention built on goodwill lasts longer than retention built on friction.
Customer Retention Specialist hiring FAQ
What does a Customer Retention Specialist do?
A customer retention specialist talks to customers who want to cancel, downgrade, or pause, and finds the right offer or fix to keep them. They also spot the reasons people leave so the business can fix them. Day to day, the role covers work such as: handle cancellation and downgrade requests by email, chat, and phone, present approved save offers, pauses, or plan changes that fit the customer, and record cancellation reasons accurately in the CRM.
How much does it cost to hire a full-time Customer Retention Specialist from the Philippines?
We place a full-time Customer Retention Specialist from the Philippines for $1,800 a month. Every candidate passes our top 2% vetting, starts within 14 days, and comes with a 1-week trial backed by a replacement or refund. The price is a flat monthly rate for a dedicated full-time hire.
What skills should a Customer Retention Specialist have?
Look for: two or more years in retention, customer service, or inside sales, persuasive but respectful; never pushy, strong listening skills, and comfortable with subscription billing systems. Common tools include Recharge, Chargebee, or Stripe Billing, Gorgias or Zendesk, HubSpot or Klaviyo, and Aircall.
What should a Customer Retention Specialist achieve in the first 90 days?
Save rate tracked weekly with reasons recorded for every cancellation, A tested library of save offers by cancellation reason, and A monthly churn report with recommended fixes.
Can I copy and edit this Customer Retention Specialist job description?
Yes. Copy it with one click, edit it for your business, and post it anywhere. For a version built from your own task list, open it in our free job description generator, or book a strategy call and we will find the hire for you.
Want us to find your Customer Retention Specialist?
We place a full-time Customer Retention Specialist from the Philippines for $1,800 a month. Every candidate passes our top 2% vetting, starts within 14 days, and comes with a 1-week trial backed by a replacement or refund.