Constant Contact

Constant Contact

Retention Specialist (Remote)

Remote, United States · Junior · Contract

Sponsorship not specified$52k-$58kDetected 38 days ago
ComplianceAccessibilitySalesforceCRMSalesAccount ManagementNegotiationRecruitingCustomer SuccessCommunicationCollaborationProblem SolvingMentoring

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odds of building a lasting career here

37Risky
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds (Level I)39
Fits your clock70

Thin sponsorship signal and lottery-bound (~15% per draw). A low-probability bet with your clock running. Prioritize cap-exempt roles and proven entry-level sponsors first.

Lottery odds assume a STEM candidate.

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Employer immigration record

from this employer's Department of Labor filings

Files H-1B transfers

1 transfer filing in the last year, covering 1 worker. Median labor-condition decision: 10 days. An employer that already files transfers is one that can take over an existing H-1B.

Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.

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About the role

  • There's something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams.
  • Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online.
  • We're energized by new challenges and new possibilities-and we're just getting started!

Responsibilities

  • Tailored Consultative Support
  • Work collaboratively with Billing, Tier 1, Customer Success, and Product Support teams to resolve any underlying customer issues driving churn.
  • You'll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.

Requirements

  • 2+ years in a Customer Retention, Inside Sales, or Account Management role (preferably in a SaaS, tech, or subscription-based business)
  • Strong verbal and written communication skills with a proven ability to handle sensitive customer conversations confidently
  • Demonstrated experience with save-rate driven metrics or quota-based goals
  • Ability to navigate difficult conversations and turn negative experiences into positive outcomes
  • Strong analytical thinking with the ability to assess account history, campaign effectiveness, and billing patterns
  • The ability to navigate multiple systems to resolve customer inquiries.
  • A growth mindset-someone who learns quickly, adapts in a fast-paced environment, and thrives on hitting goals
  • Performance Metrics (Industry Best Practices)
  • Save Rate Target: 40%+ on qualified cancellation calls -measures the percentage of customers who decide to keep their account after speaking with a Retention Specialist
  • Talk Time Goal: 8-12 minutes average to allow for consultative interactions
  • Invoice Retained: The Invoice Retained metric is one of the two primary KPIs used to evaluate the performance of the Retention team (the other being Save Rate). While Save Rate measures the percentage of customers who decide to keep their account after speaking with a Retention Specialist, Invoice Retained focuses on the revenue impact of those saves
  • Retention Offer Usage: Within compliance of offer policy and guidelines
  • 7-Day Stick Rate: Key retention validation metric (customer remains post-interaction)

Nice to have

  • Familiarity with Salesforce, Stripe, Five9, IEX, Verint and customer lifecycle stages, and CRM best practices preferred

Compensation

  • This role presents the opportunity to earn $52K–$58K in annual on-target earnings (OTE), with additional earning potential based on individual performance after successfully completing training.

Benefits

  • We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
  • A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

Company info

  • At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner.
  • As a Retention Specialist at Constant Contact, your role is to become a trusted advisor and advocate for our customers at a critical decision point.
  • You will engage directly with customers expressing an intent to cancel or downgrade, and through your consultative, empathetic, and solutions-driven approach, you'll help them rediscover the value of our platform.
  • Manage inbound calls from customers requesting cancellation or downgrade. Apply problem-solving and retention techniques to overcome objections and highlight solution-based value.
  • Manage inbound calls from customers requesting cancellation or downgrade.
  • We're dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.

Equal opportunity

  • We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture.

Visa & Work Authorization

  • We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status prote
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This listing is sourced directly from Constant Contact's careers page and normalized into a canonical job model.