Customer Retention Specialist

• Help strengthen Yelp’s revenue retention by providing exceptional and timely customer support
• Logged into an inbound phone queue for the majority of your day, consulting and educating our current Yelp advertisers
• Show clients the value of Yelp by highlighting their investment returns through ad performance metrics
• Use strong listening and conflict resolution skills to handle escalated clients
• Become an expert in Yelp’s advertising solutions and adapt product recommendations quickly to suit client needs
• Exhibit strong communication skills, both externally with clients and internally with other Yelp employees
• Remain organized and efficient in a fast-paced environment
• Consistently achieve/exceed monthly goals

Inbound Retention Specialist – Weekend Team

• Data entry work and indexing using a computer and appropriate software.
• Enter, update, research, verify and/or retrieve data within various systems.
• Operate postage, FedEx and UPS machines.
• Sort 1st class and presort mail and apply proper postage.
• Fill and put away department orders.
• Order labels for mailboxes and make necessary address changes.
• Pick up and drop off daily mail from Post Office and AIMS.
• Deliver bank deposits as necessary.
• Make regular, scheduled inter-office mail pickups/deliveries and distribute mail accordingly.
• Other miscellaneous duties as assigned.

Senior Retention Specialist

• Support Business teams with customers who are at risk of churning with Brinks.
• Drive results through calls and activities to retain customers.
• Utilize strategies to monitor and guide customer activity.
• Take ownership of high-priority customer issues that exceed frontline support capabilities.

Customer Loyalty Representative

• Own and execute a high-volume renewal pipeline of Enterprise segment customers ($1–2K MRR), ensuring strong retention and on-time renewals
• Drive renewal strategy at scale, leveraging data, usage insights, and playbooks to maintain high retention rates
• Lead renewal conversations and negotiations where needed, ensuring alignment on value and outcomes
• Build trusted relationships across a broad customer base through scalable touchpoints (1:many, digital, and pooled engagement models)
• Act as a strategic advisor by delivering targeted, relevant recommendations aligned to customer goals
• Expand stakeholder engagement within accounts where growth potential exists
• Deliver structured enablement to help customers adopt and fully utilize Semrush tools
• Drive product usage through webinars, campaigns, and repeatable programs
• Analyze customer usage and engagement data to identify gaps and opportunities
• Identify expansion opportunities across a broad portfolio, including upsell, cross-sell, and product adoption growth

Enterprise Renewals and Retention Manager, US Markets

• Define and own the enterprise retention strategy, churn targets, and roadmap
• Lead the evolution from reactive save models to proactive, predictive retention programs
• Identify and size churn drivers and LTV impact across segments, markets, and customer journeys
• Translate insights into clear retention playbooks across: Save and cancel interactions, Winback strategies, Proactive outreach programs
• Leverage data and analytics to: Identify market and segment level churn drivers, Develop targeted remediation strategies, Enable trigger-based and predictive interventions
• Support and enable Loyalty Operations (save desk) by: Providing clear strategy and playbooks, Ensuring alignment on priorities and offers, Creating a structured feedback loop to continuously refine strategy based on execution
• Partner with Marketing to: Develop and optimize retention and winback offers, Execute targeted campaigns, Lead A/B testing and test-and-learn frameworks to improve performance
• Establish governance and performance tracking for: Save effectiveness, Offer performance, Revenue retained and durability, Proactive program lift
• Drive cross-functional alignment across Care, Digital, Sales, Product, and IT to ensure retention strategies are consistently executed and scaled

Director, Customer Loyalty – Churn Management

• Lead, coach, and develop a global team of Customer Retention Specialists, establishing clear performance expectations and fostering a high-accountability culture
• Own global retention and collections KPIs, including renewal rates, churn metrics, cash collections performance, and DSO targets
• Act as the primary conduit between the Customer Success organization and Billing/Finance, ensuring alignment on invoicing accuracy, contract terms, payment disputes, credits, and policy interpretation
• Translate customer-facing concerns into actionable items for Billing/Finance while providing Customer Success with clear guidance on financial policies, renewal terms, and collections processes
• Partner cross-functionally to resolve complex billing disputes, contract negotiations, renewal objections, or service-related concerns impacting retention and revenue realization
• Standardize and optimize retention and collections processes across regions to ensure operational consistency and scalability
• Oversee global accounts receivable trends (aging reports, regional payment behaviors, at-risk segments) and drive proactive mitigation strategies
• Implement structured, proactive renewal programs including 90+ day outreach cadences, multi-year agreement initiatives, expansion alignment, and churn prevention frameworks
• Collaborate with regional Sales and Customer Success leaders to align on renewal forecasting, account strategy, and revenue retention initiatives
• Provide executive-level reporting and forecasting on renewal performance, churn risk, collections health, cross-functional friction points, and escalation trends
• Lead capacity planning, resource allocation, and global coverage models to ensure balanced portfolio management across time zones

See all jobs on JobTailor

Inbound Retention Specialist – Weekend Team

Senior Retention Specialist

Customer Loyalty Representative

Enterprise Renewals and Retention Manager, US Markets

Director, Customer Loyalty – Churn Management

Global Manager, Customer Retention Programs