Retention Specialist

Role overview A remote Retention Specialist is needed to join a Customer Service team focused squarely on preventing customer churn. This is not a general support role — the position combines reactive cancellation handling with proactive outreach to at-risk customers across phone, chat, and email. Success is measured by the recurring revenue and relationships retained, not by raw conversation volume.

Responsibilities - Own cancellation conversations end-to-end across phone, chat, and email, uncovering the real reason a customer wants to leave and working toward the right retention outcome - Identify at-risk customers proactively using behavioral signals, account data, previous interactions, and internal risk indicators, then reach out before cancellation happens - Select and apply the most appropriate retention offer for each situation, exercising judgment within clear guidelines rather than following a fixed script - Communicate persuasively across channels, adapting tone and approach for live calls, written email, and chat-based conversations - Develop enough product knowledge to challenge cancellation reasons, resolve simple issues on the spot, and avoid unnecessary escalations

Requirements - Prior experience in retention, cancellations, collections, renewals, win-back, or another role with direct accountability for preventing churn - Background in Customer Success within a SaaS company, comfortable with subscription products, recurring revenue, usage data, and renewal or cancellation cycles - Demonstrated ability to personally handle difficult customer conversations and own the outcome, not simply pass them along - Strong spoken and written English, ideally B2/C1 level or higher - Confidence with outbound calling and proactive customer outreach - Sound commercial judgment, knowing when an offer makes sense, when a different solution is needed, and when a customer cannot be retained - Calm, clear, and persuasive demeanor when speaking with frustrated or unhappy customers - A reliable remote working setup suitable for regular customer calls - Based in Latin America - Professional references from previous retention or Customer Success roles, which will be verified