Retention Specialist
Remote
Job Summary
Handle cancellation, refund, and escalation requests with empathy, identifying root causes and using SEO and campaign data to demonstrate value and retain clients. Conduct proactive outbound win-back efforts with recently cancelled clients, rebuilding trust through consultative communication. Develop retention strategies that reduce churn, while maintaining accurate CRM records and organized follow-up queues for at-risk accounts. Analyze retention and cancellation trends to provide insights to leadership on improving strategies and services. Collaborate with Account Management, Sales, and Product teams to resolve issues and present BizIQ's services confidently using presentation tools and video.
Required Qualifications
- 5+ years of experience in digital marketing or SEO, including local search, Google Business Profile, and explaining campaign performance to clients
- 5+ years of experience in retention, customer success, account management, or a related client-facing role with demonstrated retention results
- Experience working directly with small business owners and understanding their needs, budgets, and retention drivers
- Experience handling cancellations, escalations, and win-back opportunities in high-emotion situations
- Experience using CRM platforms to manage contacts, follow-ups, and retention outcomes
- Strong knowledge of SEO, local search, Google Business Profile, and campaign performance, with the ability to explain results to non-technical clients
- Small Business Acumen: Understands the priorities, budgets, and decision-making processes of small business owners
- Empathy & Consultative Communication: Uses active listening and empathy to navigate difficult conversations and develop effective solutions
- Retention & Win-Back Skills: Identifies causes of churn and applies structured retention and win-back strategies
- Data-Driven Decision Making: Uses retention metrics and cancellation trends to identify opportunities and improve outcomes
- Negotiation & Conflict Resolution: Handles challenging, high-emotion client conversations professionally and effectively
- CRM & Organization: Maintains accurate records, manages follow-ups, and documents client interactions and outcomes
- Collaboration & Ownership: Works effectively across teams, takes accountability for results, and proactively identifies opportunities to improve retention
- Must be able to lift 50 lbs
Desired Qualifications
- Digital marketing agency or SaaS experience serving SMB clients strongly preferred
- Bachelor's degree in Business Administration, Marketing, Communications, or related field
- Google certifications (Analytics, Ads, or Google Business Profile)
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