Sales Retention Specialist

ServiceTitan

Sales Retention Specialist at ServiceTitan, focusing on customer retention and effective transitions. Involves direct customer interactions and collaboration with various internal teams.

Posted 4/26/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $65,800 - $88,100 per yearWebsite

About the role

Key responsibilities & impact

Deal directly with our customers to find out what issues they are facing.
Oversee a seamless transition from Sales to Implementation acting as the company equilibrium.
De-escalate complaints/frustrations, guide customers to increased product adoption, offer concessions, billing modification, contract negotiations, and contract amendments.
Analyze customer behavior.
Own Salesforce workflows for creating, updating, and ensuring compliance with escalation ticketing system.
Work with Sales and Onboarding department leads to develop and adapt to save and churn trends.
Ensure the customer’s transition to Implementation is smooth.

Requirements

What you’ll need

1-2 years Customer Retention experience.
Salesforce knowledge/experience (reporting, dashboards).
Meticulous attention to detail and demonstrated ability to handle multiple priorities.
Willingness to take initiative (identify problems quickly, proactive communication upstream and downstream, take on out-of-scope responsibilities when needed).
Expert ability to break down complex situations.
Expert ability to make unbiased decisions.
Demonstrated ability and desire to perform hands-on, roll-up-your-sleeves level that will help transform the Pre-Implementation customer retention process.
Effective risk and problem mitigation skills, as well as facilitate timely decisions against action plans.
Advantageous customer service skills.
Advanced communication and interpersonal skills.

Benefits

Comp & perks

Flexible time off with ample learning and development opportunities to continue growing your career.
Comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events.
Great work is rewarded through Bonusly, peer-nominated awards, and more.
Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement.
On demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer RetentionSalesforceReportingDashboardsData AnalysisEscalation Ticketing SystemContract NegotiationsBilling ModificationProduct Adoption

Soft Skills

Attention to DetailProactive CommunicationProblem SolvingDecision MakingRisk MitigationInterpersonal SkillsCustomer ServiceInitiativeMulti-tasking