Jobber
Customer Retention Specialist
Vancouver
Sponsorship not specifiedDetected 40 days ago
Outbound SalesCustomer SuccessLeadershipCommunicationProblem SolvingMentoringAdaptability
About the role
- Reporting to the Manager, Customer Retention, the Customer Retention Specialist (Retention Specialist) works directly with customers who may be at risk of cancelling or disengaging from Jobber.
- Your job is to understand what's standing in their way, and connect them to solutions that help them succeed.
- You'll ask the right questions before offering solutions, and you'll treat every conversation as an opportunity to genuinely improve someone's experience.
Responsibilities
- Exercise sound judgment and decision-making in navigating complex or high-risk customer situations, balancing customer needs with business outcomes to drive the best possible retention result.
- Partner with cross-functional teams to share insights from retention conversations, helping identify churn trends, surface product gaps, and contribute to improvements across the customer experience.
- A track record of thriving in high-volume, customer-facing environments where you consistently deliver strong results while maintaining a high-quality customer experience.
- We believe that diverse teams perform better and that fostering an inclusive work environment is a key part of growing a successful team.
- We're bringing tens of thousands of people together with technology to deliver billions of dollars a year in services to happy customers.
Compensation
- At Jobber, we believe that compensation should be transparent, fair, and supportive of your experience and growth. This role comes with a fixed compensation structure, starting at $58,300.
- Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind.
- If you have any questions about our compensation approach, we encourage open conversations throughout the hiring process!
- A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, matching in RRSP, TFSA or FHSA, and stock options.
Benefits
- You'll ask the right questions, interpret signals such as product usage patterns and account health indicators, and recommend solutions that genuinely address what's getting in the customer's way.
- A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, matching in RRSP, TFSA or FHSA, and stock options.
- A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential.
Company info
- Job by job, we're transforming the way service is delivered.
- Your lawn care provider, home cleaning service, plumber or painter could use Jobber to better connect with their customers, save time in the office, invoice faster, and get paid!
- Jobber exists to help make these small businesses successful, and when they're successful we all win!
- The Retention team plays a critical role in protecting recurring revenue and strengthening long-term customer relationships, supporting customers at pivotal moments when they are deciding whether to continue their Jobber subscription.
- Through both inbound and outbound retention conversations, our team connects with customers who may be experiencing challenges, exploring alternatives, or not yet seeing the full value of the platform.
- We take the time to understand what's getting in the way, and then connect them to the Jobber features and workflows that solve their specific problems and help their businesses grow.
- We partner closely with Customer Success, Support, Product, and Billing to surface churn risks, share insights from customer conversations, and continuously improve the overall customer experience.
- Engage with customers at risk of cancellation through retention-focused phone conversations via direct inbound phone line or booked calls, identifying solutions that help them continue to succeed with Jobber.
- Facilitate scheduled value sessions that help customers overcome blockers and unlock the full value of their Jobber subscription through feature adoption, workflow optimization, training, and best practices tailored to their business.
- Become an ambassador of our culture by being humble, supportive - and someone who truly gives a shit!
Equal opportunity
- We are an equal opportunity employer, and we are committed to working with applicants requesting accommodation at any stage of the hiring process.
This listing is sourced directly from Jobber's careers page and normalized into a canonical job model.