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

• 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

• Join a mission-driven team dedicated to simplifying life for people with diabetes.
• Drive meaningful impact through innovative technology, helping our customers enjoy greater freedom and healthier lives.
• Strengthening long‑term adoption of Omnipod® products and improving health and quality‑of‑life outcomes for people living with diabetes.
• Blend deep clinical expertise, consultative selling, and relationship management to retain customers through high‑impact education, proactive issue resolution, and personalized clinical support.
• Partner closely with internal teams and healthcare providers.
• Educate customers and HCPs on Omnipod data and reporting tools to promote informed clinical conversations and therapy optimization.

Clinical Retention Specialist – Mid-Atlantic

• Act as an expert clinical resource for complex diabetes management scenarios requiring advanced judgment and intervention.
• Apply evidence-based diabetes management principles to guide patients and healthcare providers.
• Deliver advanced, personalized clinical education and training via phone and virtual platforms.
• Manage clinical retention quotas in a defined geographic region, including complex and at-risk customer scenarios.
• Execute established retention strategies while tailoring engagement approaches to individual patient and regional needs.
• Build and maintain strong working relationships with healthcare providers to align education with treatment plans and support continuity of care.
• Provide guidance and support to Clinical Retention Specialist I on complex clinical cases and retention scenarios.
• Maintain accurate documentation of all customer interactions and interventions in Salesforce.

Customer Retention Specialist jobs in Virginia

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Senior CRM Retention Specialist

Senior Manager, Retention Programs

Clinical Retention Specialist – Mid-Atlantic

Senior Clinical Retention Specialist – Mid-Atlantic