Retention Specialist

About the role

Property Leads is seeking a Retention Specialist to own the response to customers at risk of canceling. You will handle high‑stakes escalations, build save plans, and coach Customer Success Managers to catch problems early.

Key responsibilities

• Own retention for high‑risk or high‑value accounts by reviewing health signals, prioritizing risk, and reaching out proactively.
• Build account‑specific save plans with clear actions, owners, and follow‑up dates.
• Document every retention conversation and outcome.
• Serve as escalation point for complex cancellation risks, de‑escalate, coordinate with Ops/Product/Billing/Sales, and close the loop.
• Coach CSMs on early pre‑churn conversations, objection handling, discovery questions, and set escalation rules.
• Turn churn patterns into playbooks, SOPs, and process fixes in partnership with senior management.
• Support expansion conversations on retained accounts after core concerns are resolved.

Required profile

• 3–5+ years in Customer Success, Account Management, Retention, or a related B2B customer‑facing function.
• Proven track record of preventing churn and handling high‑risk accounts.
• Strong de‑escalation, negotiation, and consultative communication skills.
• Experience coaching or training customer‑facing teammates.
• Comfortable working in a CRM and turning account data into action plans.

Required skills

• CRM usage

What we offer

• 401k, Medical, Vision, Dental benefits.
• Fast, low‑bureaucracy team where work has direct, visible impact.