DTC Retention Manager, Account Strategist – Klaviyo
Fuel Made
Retention Specialist
Constant Contact
full-time
Posted on:
Location Type: Remote
Location: Remote • Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $17 - $20 per hour
Job Level
JuniorMid-Level
About the role
- Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes.
- Manage inbound calls from customers requesting cancellation or downgrade. Apply problem-solving and retention techniques to overcome objections and highlight solution-based value.
- Identify the customer's industry, pain points, and usage trends to personalize your messaging and propose marketing strategies that align with their business goals.
- Leverage a structured offer tree, active listening, and product knowledge to recommend relevant features, services, or account optimizations.
- Use save offers judiciously based on call type, business rules, customer potential, and historical engagement data.
- Work collaboratively with Billing, Tier 1, Customer Success, and Product Support teams to resolve any underlying customer issues driving churn.
- Track cancellation reasons, identify trends, and participate in pilots or process improvements that enhance customer satisfaction and business performance.
Requirements
- 2+ years in a Customer Retention, Inside Sales, or Account Management role (preferably in a SaaS, tech, or subscription-based business)
- Strong verbal and written communication skills with a proven ability to handle sensitive customer conversations confidently
- Demonstrated experience with save-rate driven metrics or quota-based goals
- Ability to navigate difficult conversations and turn negative experiences into positive outcomes
- Strong analytical thinking with the ability to assess account history, campaign effectiveness, and billing patterns
- Familiarity with Salesforce, customer lifecycle stages, and CRM best practices preferred
- A growth mindset—someone who learns quickly, adapts in a fast-paced environment, and thrives on hitting goals.
Benefits
- Competitive salary
- Health and welfare benefits
- Paid time off
- Generous paid time off policy
- Opportunities for professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer retentionproblem-solvingretention techniquesanalytical thinkingsave-rate metricsquota-based goalsaccount managementmarketing strategiesbilling patternscampaign effectiveness
Soft skills
verbal communicationwritten communicationactive listeningcollaborationadaptabilitygrowth mindsetcustomer empathyconflict resolutionpositive outcomessensitivity in conversations
