Customer Retention Specialist

Customer Success Retention Specialist

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
• Save $65,000 in ARR per month through proactive engagement and retention strategies.
• 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

Our Company Values We Hope You Showcase

What Kenect Offers!

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.