Customer Retention Specialist
At a glance
Mid-level Retention Marketing role at Property Leads. Remote, United States · full-time · no salary stated · we estimate $54,159–$100,250 across the United States.
Property Leads has not published a salary for this role. The figure below is our estimate, not theirs.
remoteroles summary, based on the employer's posting.
What you'll do
- Check usage, support records, payment activity and feedback to rank risky accounts by cancellation likelihood and revenue at stake
- Set customer-specific retention steps with owners and follow-up dates, then log each save conversation and its result
- Handle complex cancellation concerns, calm customers and coordinate with internal teams to fix the underlying problem
- Help Customer Success Managers spot churn earlier through objection practice, discovery questions and call reviews
- Turn recurring cancellation reasons into playbooks and process updates with the Senior Manager of Customer Success
What you bring
- At least three years in customer success, account management, retention or a related B2B customer-facing role, with success saving accounts
- You bring strong de-escalation, negotiation and consultative communication skills
- You have coached or trained customer-facing colleagues
- You can use a CRM to turn account data into an action plan
Who this fits
This remote US role suits someone who wants direct responsibility for cancellation risk, sensitive escalations and coaching Customer Success Managers. You’ll also support expansion discussions once a customer’s core concern is resolved.
From the employer
Retention Specialist
REMOTE | US
About Us
Property Leads delivers high-quality, motivated seller leads to real estate investors, and we're expanding into home services. We’re a quiet but mighty start-up company that participated in 50% of off-market home sales in the last 12 months. We move fast, we're data-driven, and we care about results.
Our customers are investors running real businesses on the leads we sell them, so when something goes wrong for them, it matters– and fixing it well, fast, is how we grow. If you just want to check the box on responding to a ticket, text, or email without actually solving the problem, this isn't the place. If you want to own real customer relationships, get to the root of their problems, and solve them quickly, it is.
Role
Property Leads is hiring a Retention Specialist to own our response to customers at risk of canceling. You'll personally handle high-stakes escalations, build the plans and playbooks that prevent churn, and coach Customer Success Managers to catch problems before they reach you.
Responsibilities
- Own retention for high-risk or high-value accounts: review health signals (usage, support history, payment activity, feedback), prioritize by risk and revenue exposure, and reach out proactively.
- Build account-specific save plans with clear actions, owners, and follow-up dates
- Document every retention conversation and outcome.
- Serve as the escalation point for complex or sensitive cancellation risk: de-escalate, coordinate with Ops/Product/Billing/Sales to fix root causes, and close the loop with the customer.
- Coach CSMs on early pre-churn conversations: objection handling, discovery questions, call reviews, and set clear rules for when to escalate vs. handle directly.
- Turn churn patterns into playbooks, SOPs, and process fixes; partner with the Senior Manager of Customer Success on what's driving cancellations and what to change.
- Support expansion conversations on retained accounts, but only once the customer's core concern is actually resolved.
Requirements
- 3–5+ years in Customer Success, Account Management, Retention, or a related B2B customer-facing function, with a track record of talking customers back from the ledge.
- 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 a plan of action.
- Nice to have: subscription/SaaS/lead-gen background, experience with real estate investors or small-business customers, building playbooks, and familiarity with churn/NRR metrics.
Results
- Fewer high-risk accounts churn, and CSMs handle early-stage risk without escalating.
- Every cancellation risk has a documented save attempt (no more silent losses).
- Retention improves without relying on giving credits or overpromising.
- Churn themes turn into concrete changes to onboarding, product, or process.
Benefits
- 401k, Medical, Vision, Dental
- A fast, low-bureaucracy team where your work has direct, visible impact. No six layers between you and the outcome.
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