Client Retention & Engagement Specialist

Looking for your chance to make a real impact

Firespring Nebraskas first Certified B Corporation is looking for an amazing human to join our team. Were known for providing marketing printing and strategic guidance to thousands of brands businesses and nonprofits in all 50 states and all over the world. Our mission is to accelerate client prosperity so we collectively do more good.

Please let us know if this position sounds like your dream job.

Job Description

At Firespring we believe every client interaction should be meaningful lasting and filled with value. As our next Client Retention & Engagement Specialist youll be the trusted advocate ensuring clients feel supported understood and confident in their website services. Your mission is simple but powerful: reduce attrition strengthen relationships and empower clients to thrive.

This role is perfect for a proactive people-focused professional who loves solving problems building trust and finding creative ways to keep clients engaged. Youll collaborate across departments close knowledge gaps respond to risk indicators and create an exceptional client experience at every touchpoint.

Tasks & Responsibilities

• Champion the client experience by creating positive high-impact interactions that reinforce Firespring as a trusted partner.
• Monitor and respond to risk indicators such as personnel changes feature gaps or competitive threats to keep retention top of mind.
• Educate and empower clients on website best practices and how to fully utilize Firesprings products and tools.
• Intervene with at-risk clients addressing concerns and offering retention solutions (discounts service credits downgrades etc.) to restore confidence.
• Partner with Sales Support Marketing Product and Finance teams to resolve issues close gaps and identify solutions.
• Support and lead retention initiatives including targeted campaigns discovery calls training programs and customized action plans.
• Analyze data support tickets and NPS scores to identify risks and track outcomes sharing insights that drive continuous improvement.
  
  

Qualifications

• Proven experience in client engagement account management customer success or retention-focused roles.
• Excellent communication and interpersonal skills with the ability to build rapport quickly and influence decision-makers.
• Strong problem-solving mindsetcomfortable anticipating issues and creating tailored solutions.
• Familiarity with website services digital marketing or SaaS models is preferred.
• Skilled in using CRM software and data analysis tools.
• Highly organized detail-oriented and able to manage multiple clients with competing priorities.
• Confident in negotiating financial accommodations and exploring creative retention offers.
• Naturally collaborative with cross-functional teams; thrives in a fast-paced environment.
• Passionate about client success and committed to continuous improvement.

Compensation & Benefits

• SalaryYou dont need to go to the grocery store to bring home the bacon. We reward candidates who wow us by offering competitive pay
• Hours40 hrs flexibility required.
• 401(k)Your parents preached about the importance of saving. Now were helping you get it done. Firespring provides professional financial advisors who will help you make a plan and guide your investments.
• FunMillions of people go to work punch the clock from 8 to 5 and hate every moment of it. Thats not the case here. We prioritize loving your experience here and have a group of people dedicated to creating activities inside and outside the office. To put it mildly were serious about having funand it reflects in our work and the relationships too.
• Miscellaneous BenefitsNot all benefits are about the Benjamins baby. Some of the things youll enjoy while working here include unlimited soft drinks tea and beer. Dress code We want you to have personal freedomjust stick to the general guidelines of your role and you be you.

Ready to come aboard Lets make this happen.

While we genuinely appreciate your interest in employment with Firespring we can only respond to the most qualified candidates.

Firespring is an EEO/AA employer.