Retention Specialist

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Retention Specialist

Position Objective

The Retention Specialist plays a critical role in protecting recurring revenue and strengthening long-term client relationships. Serving as the primary point of contact for at-risk clients this role delivers empathetic solution-oriented support by identifying pain points guiding resolution and ensuring clients realize the full value of SpotOn solutions.

Success in this role directly drives client retention revenue preservation and satisfaction while contributing to growth initiatives through proactive engagement and upsell opportunities.

Key Responsibilities

• Manage inbound and outbound client interactions across Salesforce cases email and churn alerts with urgency and professionalism.

• Engage B and C segment clients to resolve dissatisfaction restore accounts and prevent churn.

• Conduct proactive account health checks risk assessments and escalations to protect account retention.

• Partner cross-functionally with Sales Support and Client Success to resolve issues and recover at-risk accounts.

• Recommend tailored retention solutions including product enhancements and pricing adjustments.

• Negotiate cancellations and implement creative strategies to preserve recurring revenue.

• Execute proactive outreach to accounts showing early signs of disengagement.

• Maintain accurate and timely documentation of all client interactions resolutions and outcomes.

• Consistently meet or exceed retention KPIs and performance targets while identifying trends and insights to improve engagement.

• Maintain expert-level knowledge of SpotOn products services and value propositions.

• Respond promptly to client inquiries and online feedback ensuring timely resolution and positive experiences.

• Deliver high-quality accurate outcomes by adhering to Standard Operating Procedures (SOPs) Service Level Agreements (SLAs) and documented workflows.

• Review and validate work prior to submission to ensure consistency accuracy and quality standards.

• Identify process gaps or errors and contribute to continuous improvement and operational excellence initiatives.

Skills & Knowledge

• Strong communication influence and problem-solving skills with the ability to collaborate across teams.

• High emotional intelligence with exceptional written and verbal communication in client-facing environments.

• Proven ability to manage multiple accounts cases and priorities in a fast-paced environment.

• Solutions-oriented and proactive mindset with a strong focus on retention and client satisfaction.

• Adaptable and agile comfortable navigating complexity and ambiguity while meeting deadlines.

• Demonstrated experience in client retention account management or customer success with measurable results.

• Knowledge of SaaS fintech payment processing or software solutions industries preferred.

Previous Experience

• 25 years of professional experience in Customer Success Account Management Retention or related roles.

• Experience in SaaS or fintech environments strongly preferred.

Education / Professional Training

• Bachelors degree in Business Administration Marketing Communications Hospitality Management or a related field required.

• An equivalent combination of education and relevant experience may be considered.

Languages & Proficiency

• Fluent in English and Spanish (written and verbal).

• Additional languages are a plus but not required.

#Li-Onsite

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SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race religion gender gender identity sexual orientation national origin age military or veteran status disability or any other characteristic protected by applicable law.

SpotOn is an E-Verify company.