Customer Retention Specialist

About us
Kenect is on a mission to revolutionize customer communication and engagement for businesses across North America. Founded with a deep understanding of the challenges businesses face in connecting with their customers Kenect helps companies streamline communication enhance customer satisfaction and drive growth through its innovative messaging and reputation platform. Trusted by thousands of businesses our passionate team is committed to building technology that fosters closer connections and helps businesses thrive in a digital-first world.

About This Role
We are seeking a highly motivated Customer Success Retention Specialist to join our team. This role is dedicated to reducing customer churn and preserving recurring revenue by actively engaging with customers at risk of cancellation. The ideal candidate is results-driven thrives in high-volume customer interactions and is passionate about problem-solving to deliver win-back and retention outcomes.

(We are in the office Monday - Thursday WFH on Fridays.)

What You Will Be Doing

• Retention & Revenue Protection
• Achieve ARR Retention goals set by Success Leadership
• Manage a pipeline of cancellation requests per month working quickly to identify root causes and address customer concerns.
• Make a minimum of 25 outbound dials per day to connect with customers considering cancellation.
• Conduct empathetic solution-oriented conversations to uncover business needs and propose tailored solutions.
• Maintain professional consultative and persuasive communication across phone email and other channels.
• Diagnose drivers of churn such as product gaps pricing or service dissatisfaction.
• Collaborate with cross-functional teams (Product Support Sales CS) to escalate feedback and deliver customer solutions.
• Track and report on save rates churn reasons and revenue impact to leadership.
• Maintain accurate records of customer interactions and outcomes in CRM systems.
• Follow structured save-playbooks while contributing to process improvement and new retention tactics.

Skills & Qualifications

• 2 years in Customer Success Retention Account Management or similar customer-facing role.
• Proven track record of meeting or exceeding revenue retention or quota goals.
• Strong phone presence with excellent negotiation persuasion and objection-handling skills.
• Comfortable managing high-volume customer queues while delivering quality conversations.
• Ability to analyze data and articulate actionable insights to improve customer outcomes.
• Proficiency with CRM and customer success platforms (Salesforce)

Our Company Values We Hope You Showcase

• See it Solve it Get it Done
• Build Adapt Win
• Unwavering Customer Obsession

What Kenect Offers!

• Health Dental Vision Life & Disability Insurance
• Your birthday is a paid day off
• Onsite gym
• Breakroom full of snacks and drinks
• Convenient location next to freeway entrance/exit
  

We believe in hiring self-motivated team members who can run alongside us without needing to be managed along the way. Yes we have managers and 1:1s. Yes we believe in giving open two-way feedback. We also believe in having team members who can run without the daily guidance that some companies prefer.

Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds and we believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs job requirements and individual qualifications without regard to race color religion or belief family or parental status or any other status protected under federal state or local law.