Retention Specialist (US Process)

Why This Role Exists

retain customers, move them forward, and prevent fallout

keep projects alive and progressing

What You Will Own

• Calling customers who are delayed, hesitant, or at risk of canceling
• Handling objections, concerns, and pushback directly
• Re-aligning customers to timelines, commitments, and next steps
• Coordinating with sales and operations to unblock issues
• Enforcing follow-ups until resolution, not reminders
• Escalating intelligently when required
• Maintaining clean pipeline status and accountability
  

why

Requirements

• 3+ years in customer retention, account management, or customer success
• Direct experience handling unhappy or resistant customers
• Strong English communication with clear call presence
• Experience working US or international customers
• Comfortable working US time zones
• Metrics-driven and outcome-focused
  

Benefits