Customer Retention Specialist

• Monitoring customer health signals across the DP360 dealer base — usage patterns, feature adoption, NPS, support ticket volume, and renewal timelines — to flag at-risk accounts before churn intent is expressed.
• Maintaining and refining a customer risk scoring model, and executing structured outreach cadences that re-engage dealers and reaffirm CRM ROI.
• Partnering with Sales to co-own renewal conversations, and with Marketing on targeted re-engagement campaigns for disengaged segments.
• Owning the save process for customers who’ve submitted cancellations or signaled strong intent to leave, leading structured recovery conversations to retain the account or negotiate resolution.
• Building and maintaining a library of reactive retention playbooks — objection-handling scripts, concession frameworks, and win-back offer guidelines.
• Conducting structured exit interviews with churned customers and feeding root cause data back into retention strategy.
• Owning churn reporting for DP360 — producing regular analysis of churn volume, revenue impact, cohort trends, and risk concentration by segment.
• Building and maintaining a structured view of the CRM competitive landscape, monitoring competitor pricing, features, and switching incentives.
• Acting as the primary CRM retention voice across DP360, feeding structured churn intelligence into Product planning and quarterly business reviews.

Senior CRM Retention Specialist

• Inbound Cancellation Support: Handle incoming calls from policyholders requesting policy cancellations, working to understand their concerns and explore retention options.
• Outbound Lapse Recovery: Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions.
• Customer Consultation: Assess individual policyholder situations and recommend appropriate coverage adjustments.
• Relationship Building: Demonstrate clear, empathetic, and professional communication by actively listening to policy holder concerns, asking clarification questions to fully understand their situation, and explaining policy options and solutions in simple, easy-to-understand language.
• Documentation: Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems.
• Product Knowledge: Stay current on life insurance products, policy features, and company procedures to provide accurate information.
• Communication: Adapt communication style to meet individual customer needs, maintain a calm and supportive tone during difficult conversations, and ensure all the information provided is accurate and complete.
• Follow up with customers as needed to confirm understanding and satisfaction with proposed solutions.
• Performance Metrics and KPI Achievement: Meet or exceed established contact center key performance indicators (KPIs) including call volume targets, retention rate goals, first call resolution, adherence targets, call quality targets, and attendance expectations.
• Efficiently manage daily call quotas for both inbound cancellation calls and outbound lapse recovery contacts while maintaining quality standards.

Bilingual Customer Retention Representative

• Build programs across all channels that accelerate the first-to-second purchase — the moments, offers, and touchpoints that turn a buyer into a regular
• Email & SMS channel performance — campaigns and triggered flows alike
• Optimize flows, Eg. Welcome Series, Post-Purchase, Browse & Cart Abandonment, Product/Brand/Category Affinity, and Winback
• Stand up always-on winback and reactivation for lapsed customers
• Drive the catalog program — circulation strategy, audience selection, and measurement in partnership with our data team
• Partner with acquisition marketing on email/SMS capture, welcome offers, and the end-to-end new-customer experience
• Report regularly on active customer health and owned-channel performance, and use what you learn to sharpen the roadmap

Senior Manager, Retention & CRM

• Analyze client servicing portfolios, using Customer IQ data enrichment and insights plus servicing, origination, credit, and property data, to identify the largest sources of runoff risk and recapture opportunity.
• Build a standardized portfolio health assessment methodology that scores risk and opportunity consistently across every client, regardless of size or portfolio composition.
• Quantify dollars at risk from runoff and dollars of opportunity from recapture, HELOC growth, and cross-sell, and prioritize which segments and clients to act on first.
• Partner with Product and Data Engineering to build and refine analytic models for runoff likelihood and cross-sell propensity at the borrower level.
• Deliver executive-level portfolio assessments directly to top clients as a flagship, high-touch engagement.
• Build a standardized library of retention and recapture playbooks, purchase recapture, refinance retention, HELOC / home equity growth, cross-sell/upsell, and full lifecycle marketing that Customer Success can deploy consistently across the client base.
• Educate Customer Success Managers so every CSM can confidently advise clients on retention and recapture strategy, not just platform usage.
• Create enablement assets: workshop decks, ROI calculators, industry benchmarks, sample campaign templates, and QBR frameworks that embed retention insight into every client touchpoint.
• Serve as an escalation resource and coach for Customer Success on complex retention-strategy conversations with strategic accounts.
• Design and launch a subscription-based Value-Added-Services offering that packages retention/recapture expertise, portfolio analytics, and ongoing advisory support as a premium service clients can subscribe to.
• Define service tiers, pricing and packaging, delivery model (self-serve tooling vs. white-glove advisory), and service-level commitments.
• Partner with Product, Finance, and Sales to build the business case, pricing model, and go-to-market plan for the VAS line.
• Own performance and revenue targets for the VAS offering post-launch, iterating based on client adoption and measured retention outcomes.
• Establish success metrics that tie VAS subscription value directly to client outcomes: reduced runoff, higher recapture rate, increased customer lifetime value.
• Define how Customer IQ enrichment data and insights, Mortgage Inquiry Alerts, Equity Alerts, Rate Alerts, MLS Listing Alerts, Credit & Debt Enrichment, Credit Improvement Alerts, and Life Event Signals, and feed both the playbooks and the portfolio risk/opportunity analysis.
• Partner with Product and Engineering to evolve Customer IQ and the broader retention technology stack based on findings from client portfolio analysis, various data sources, and VAS delivery.
• Support enterprise sales with retention/recapture ROI analyses, particularly in competitive deals.
• Help quantify expected ROI and business impact of Customer IQ and the VAS offering for prospective clients.

VP, Customer Retention – Loyalty

• Answer questions regarding coverage, premium, and other policy information.
• Compose business letters, communicating effectively through written and verbal communication.
• Work independently and making judgment decisions is required.
• Make outbound calls to existing policyholders to collect delinquent premium payments.
• Resell the benefits of our policies and provide excellent customer service.
• Record policyholder information for reporting and transactional purposes.
• Extensive telephone contact and appropriate telephone skills are required.
• Maintain discretion and tact when providing service to customers.
• Additional production incentive pays after the training period.
• Bilingual (Spanish) hourly pay differential.

Part-Time Customer Retention Representative – PM Shift

• Inbound Cancellation Support: Handle incoming calls from policyholders requesting policy cancellations, working to understand their concerns and explore retention options.
• Outbound Lapse Recovery: Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions.
• Customer Consultation: Assess individual policyholder situations and recommend appropriate coverage adjustments.
• Relationship Building: Demonstrate clear, empathetic, and professional communication by actively listening to policy holder concerns, asking clarification questions to fully understand their situation, and explaining policy options and solutions in simple, easy-to-understand language.
• Documentation: Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems.
• Product Knowledge: Stay current on life insurance products, policy features, and company procedures to provide accurate information.
• Communication: Adapt communication style to meet individual customer needs, maintain a calm and supportive tone during difficult conversations, and ensure all the information provided is accurate and complete.
• Follow up with customers as needed to confirm understanding and satisfaction with proposed solutions.
• Performance Metrics and KPI Achievement: Meet or exceed established contact center key performance indicators (KPIs) including call volume targets, retention rate goals, first call resolution, adherence targets, call quality targets, and attendance expectations. Efficiently manage daily call quotas for both inbound cancellation calls and outbound lapse recovery contacts while maintaining quality standards.

Customer Retention Representative

• Re-negotiate contracts to retain customer business
• Mediate customer requests while maintaining revenue
• Utilize sales skills to uncover client service issues
• Manage assigned cases within service level expectations
• Proactively contact at-risk customers using approved sales tactics
• Exercise discretion for credits and approvals according to policies
• Effectively utilize technology based CRM tool

Retention Sales Specialist

• Own the retention marketing roadmap across the customer lifecycle, with a focus on post-purchase engagement, replenishment, routine building, loyalty, and win-back initiatives.
• Develop and execute strategies that help customers establish and maintain healthy supplement routines, ultimately increasing repeat purchase rates and customer lifetime value.
• Lead retention initiatives including lifecycle messaging, reminder programs, habit-building communications, replenishment experiences, and other customer engagement strategies.
• Identify opportunities to reduce barriers to consistent supplement use by creating programs, tools, and customer experiences that make it easier for customers to stay on their routines.
• Develop and prioritize testing plans across messaging, timing, cadence, incentives, customer experiences, and physical or digital routine-building tools.
• Analyze customer purchase behavior, engagement patterns, surveys, reviews, qualitative feedback, and customer service interactions to uncover opportunities to improve retention.
• Serve as the internal expert on customer retention and routine-building behaviors, sharing insights with Brand, Merchandising, Ecommerce, Product Development, Creative, and Analytics teams.
• Partner with Email and SMS Marketing teams to develop lifecycle messaging that supports replenishment reminders, educational content, routine building, and customer engagement.
• Collaborate with Ecommerce teams to integrate retention and routine-building experiences into the digital customer journey, including personalized recommendations, account experiences, subscriptions, and post-purchase touchpoints.
• Work with Merchandising to identify products, bundles, and assortment strategies that encourage consistent supplement usage and repeat purchasing.
• Partner with Brand and Creative teams to develop compelling content, educational materials, and campaign assets that motivate customers to build lasting supplement habits.
• Own reporting and optimization of key retention KPIs, including Repeat Purchase Rate, Customer Lifetime Value, Replenishment Rate, Time Between Purchases, and Customer Churn/Lapse Rate.
• Partner with Marketing Analytics to build reporting, dashboards, customer segmentation, and actionable insights that inform future retention strategies.
• Maintain a test-learn-apply mindset, continuously optimizing retention programs based on customer behavior, performance data, and business impact.
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.

Retention Marketing Manager

• Lead a consumer telesales organization to exceed customer experience objectives and manage people effectively.
• Analyze data to develop and implement strategies that drive revenue generation and continuous improvement.
• Direct daily activities and execution of call centers and vendor operations to achieve revenue goals and reduce expenses.
• Implement strategic policies and develop innovative initiatives for technology, corporate compliance, training, and workforce planning.
• Collaborate with various business areas to drive strategic alignment, manage change, and maintain strong domestic and international vendor relationships.

Manager – Sales Retention

• Lead Deal Support through cross-functional influencing skills on the highest value/most complex renewals across Gartner
• Implement programs ensuring Gartner’s retention and growth strategy
• Create scalable action plans and lead presentations in planning sessions with Senior Leaders
• Drive strong collaboration with Client Value Managers and our Center of Excellence partners
• Lead quantitative & qualitative analyses to solve Gartner’s retention and growth challenges and implement solutions
• Drive constant improvement and renovation/innovation of processes and tools

Senior Manager, Retention Programs

• Support the development and activation of Priceline's VIP loyalty program, translating strategic direction into organized plans and coordinated action across marketing, product, and technology.
• Architect retention and loyalty strategies in close partnership with the broader marketing team, then translate them into clear, executable briefs for our messaging operations team to bring to life across email, push, SMS, and in-app channels.
• Develop strategy docs and requirements that product and technology partners can build against.
• Collaborate with product managers across the Re-engagement and Trip Management & Loyalty portfolios to ensure marketing strategy is prioritized and reflected in roadmap decisions.
• Maintain and evolve customer lifecycle frameworks and segmentation inputs that inform how we engage customers across their journey.
• Identify, evaluate, and pilot AI-powered tools and automation workflows that increase the team's speed, personalization capability, and output quality.
• Build repeatable systems that reduce manual effort across campaign development, briefing, and performance summarization.
• Champion AI adoption within the team and contribute real marketing use cases to Priceline's enterprise AI strategy.
• Support Customer 360 initiatives by translating customer data into actionable insights that inform retention, loyalty, and growth strategy.
• Represent marketing needs in how customer data is structured, surfaced, and activated with data and product partners.
• Contribute to personalization and recommendations initiatives from a marketing strategy perspective.

Senior Retention & Loyalty Specialist

• Process all MACD requests (upgrades, downgrades, disconnects, etc)
• Use Retention and Saves skills to retain and win back Business Services customers who are downgrading or disconnecting services
• Meet renewal quota and minimum customer support metrics while performing MACD functions
• Field inbound calls from customers who want to disconnect services and review package for right size opportunities
• Place outbound calls to customers who are up for contract renewal and attempt to retain their business
• Assess churn risk for existing business subscribers and target for retention efforts
• Evaluate and maintain open opportunities via software application/database to track potential customers within the WOW! service area
• Work with existing business customers to analyze their business strategy and future growth plans/initiatives
• Build relationships and negotiating contract terms and rates for existing customers
• Accurately complete paperwork associated with each customer order and/or request
• Maintain retention quotas and tracking daily activity

Business Retention Specialist

• Educate Clients: Provide comprehensive information about the Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options.
• Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation.
• Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system.
• Analyze Financial Situation: Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free.
• Retain Clients: Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program.
• Achieve Retention Goals: Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives.
• Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs

Client Retention Specialist

• Provide comprehensive information about the Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options.
• Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation.
• Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system.
• Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free.
• Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program.
• Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives.
• Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs

• Educate Clients: Provide comprehensive information about the Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options.
• Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation.
• Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system.
• Analyze Financial Situation: Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free.
• Retain Clients: Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program.
• Achieve Retention Goals: Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives.
• Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs.

• Provide comprehensive information about the Beyond Finance financial hardship debt program to clients
• Display empathy and active listening skills to understand and deescalate upset clients
• Effectively use our Customer Relationship Management (CRM) system
• Assess the client's current financial situation and determine appropriate options
• Collaborate with clients to develop customized solutions
• Meet or exceed retention targets and earn commissions
• Provide a best-in-class customer service experience over the phone and through various communication tools

• Educate Clients: Provide comprehensive information about Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options.
• Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation.
• Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system.
• Analyze Financial Situation: Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free.
• Retain Clients: Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program.
• Achieve Retention Goals: Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives.
• Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs

Bilingual Client Retention Specialist

• Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities
• Apply established retention pathways and approved retention solutions, leveraging consultative questioning techniques to identify which solutions address specific customer objections
• Collaborate cross-functionally with Service, Billing, and Operations teams to quickly resolve barriers to retention and prevent future churn
• Drive conversations to closure, finalizing modified agreements and coordinating next steps to ensure smooth implementation and customer handoff
• Maintain meticulous CRM documentation of all customer interactions, outcomes, negotiated terms, and reasoning to enable team learning and accountability
• Consistently meet or exceed monthly retention KPIs including churn rate, renewal conversion rate, NPS targets, and SLA achievement

Customer Retention Specialist jobs in United States

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Senior CRM Retention Specialist

Bilingual Customer Retention Representative

Senior Manager, Retention & CRM

VP, Customer Retention – Loyalty

Part-Time Customer Retention Representative – PM Shift

Customer Retention Representative

Retention Sales Specialist

Retention Marketing Manager

Manager – Sales Retention

Senior Manager, Retention Programs

Senior Retention & Loyalty Specialist

Business Retention Specialist

Client Retention Specialist

Client Retention Specialist

Client Retention Specialist

Client Retention Specialist

Client Retention Specialist

Client Retention Specialist

Bilingual Client Retention Specialist

Retention Specialist