Retention Specialist

We’re looking for Retention Specialists who thrive in a highly organized, high-impact role, enjoy creating repeatable processes, and are motivated by helping customers succeed. You’ll manage a large and diverse portfolio of low-spend customer accounts, focusing on driving awareness, adoption, and re-engagement of our SaaS healthcare compliance platform, while partnering closely with Finance, Support, and Customer Success teams. This role revolves primarily around driving high retention with customers rather than growth, and a high-performer in this role is able to make sense of the complex, driving a scaled customer experience with their base in the name of guiding as many as possible to a positive renewal decision.

This is a remote role with opportunities to connect virtually or in-person for collaboration, process improvement, and team alignment.

Why You’ll Love This Role:

• You’ll have the opportunity to directly impact customer satisfaction, retention, and long-term engagement.
• Your work will ensure customers stay active, happy, and supported, providing a measurable effect on overall business success.
• You’ll develop and execute highly organized, repeatable outreach campaigns that re-engage and educate customers year-round.
• You’ll collaborate closely with Finance to resolve payment disputes, escalations, and other customer issues.
• You’ll work alongside a supportive team across Customer Success, Product, and Support, shaping processes that maximize efficiency and customer outcomes.

Qualifications:

• 2+ years of experience in Customer Success, Account Management, Client Services, or a related role.
• Strong organizational skills with the ability to manage high volumes of repetitive outreach and follow-ups. Experience managing a large volume of accounts through technology tools (especially Hubspot) is a plus.
• Excellent communication and problem-solving skills, with a customer-first mindset.
• Comfortable collaborating with cross-functional teams, including Finance, Support, and Product.
• Goal-oriented, especially when it comes to achieving retention and satisfaction targets
• Experience in SaaS or subscription-based business models preferred.
• Bachelor’s degree or equivalent professional experience is a plus.

Responsibilities:

• Serve as the primary point of contact for a portfolio of low-spend accounts, focusing on retention and satisfaction.
• Drive awareness, product adoption, and re-engagement through year-round touchpoints and proactive outreach. While 1:1 face-time with customers is key to the role, scaled, broad and consistent outreach is key to success in the position
• Implement highly organized, repeatable processes to ensure consistent communication and engagement with customers.
• Partner closely with Finance to resolve payment disputes, escalations, and account issues.
• Monitor customer health and identify opportunities to improve engagement and satisfaction.
• Point customers back to the platform and resources, ensuring they maximize value without any commercial responsibilities.
• Collaborate with Customer Success and Support teams to advocate for customers and improve processes.

What CG Can Offer You:

• The opportunity to make a direct, measurable impact on customer satisfaction and retention.
• Competitive base salary plus performance-based bonus focused on happy, retained customers.
• Extensive training and professional development to help you grow your career.
• Comprehensive benefits (medical, dental, eyecare, 401K with company match, generous PTO, and more!)
• A collaborative and transparent company culture that values customer impact, strategic thinking, and professional growth.

Salary: $60,000-$70,000/year

Location: Remote, USA

PLEASE READ: Our team has recently been notified of a phishing scam targeting candidates applying for Compliancy Group's open roles, where scammers have been posing as recruiters in an effort to access candidates' personal information. Please note that any communication from our hiring teams will be sent from a @compliancygroup.com email address and we will only respond to applications submitted through appropriate channels.