Back to jobs

Retention Specialist

Loveland, CO or Remote

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. 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!

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. This position is pivotal in preserving revenue, reducing churn, and ensuring our customers feel heard, supported, and successful.

This is not an entry-level position. You must demonstrate seasoned judgment, advanced negotiation techniques, and a deep understanding of how our platform supports small businesses and nonprofits.

This is a remote role which starts on July 7th. The hourly rate ranges from $17 - $20 per hour plus commission. Performance based increases are available within the first year. There is an initial 90 day attendance policy.

What You’ll Do

  • Customer Retention Excellence
     Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes.

  • Handle Save Opportunities
     Manage inbound calls from customers requesting cancellation or downgrade. Apply problem-solving and retention techniques to overcome objections and highlight solution-based value.

  • Tailored Consultative Support
     Identify the customer's industry, pain points, and usage trends to personalize your messaging and propose marketing strategies that align with their business goals.

  • Execute Retention Strategies
     Leverage a structured offer tree, active listening, and product knowledge to recommend relevant features, services, or account optimizations.

  • Offer Management & Compliance
     Use save offers judiciously based on call type, business rules, customer potential, and historical engagement data.

  • Cross-Functional Collaboration
     Work collaboratively with Billing, Tier 1, Customer Success, and Product Support teams to resolve any underlying customer issues driving churn.

  • Insights & Special Projects
     Track cancellation reasons, identify trends, and participate in pilots or process improvements that enhance customer satisfaction and business performance.

What You Bring

  • 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

  • Familiarity with Salesforce, customer lifecycle stages, and CRM best practices preferred

  • 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

  • Talk Time Goal: 8–12 minutes average to allow for consultative interactions

  • Customer Satisfaction (CSAT): ≥90%

  • Retention Offer Usage: Within compliance of offer policy and guidelines

  • 7-Day Stick Rate: Key retention validation metric (customer remains post-interaction)

Why This Role Matters

Retention Specialists are the frontline defense against revenue loss. Your ability to retain customers directly contributes to our business sustainability, customer trust, and brand reputation. You will be equipped with tools, training, and real-time data insights to help you succeed in delivering measurable impact—while advocating for and celebrating our customers.

Why Join Constant Contact

At Constant Contact, we don’t just help small businesses market smarter—we help them stay in business. You’ll be part of a passionate, high-performing team that drives retention through meaningful conversations, proactive problem-solving, and customer-focused strategy.

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees

$17 - $20 USD

Why You’ll Love Us:

  • We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees. 
  • Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. 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.
  • 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.
  • A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Constant Contact is an equal opportunity employer. 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 protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Constant Contact’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

California Residents Only:
Pursuant to Cal Civ Code Sec. 1798.100(b) (the California Consumer Privacy Act or CCPA), this Invitation to Self-Identify Race, Ethnicity, and Sex and as a Protected Veteran and Notice of Data Collection describes the categories of personal information we collect from you (e.g., identifiers and protected classification information) and the purposes for which we will use this personal information. [This Invitation to Self-Identify Race, Ethnicity, and Sex and as a Protected Veteran and Notice of Data Collection supplements Constant Contact's Applicant/Employee CCPA Privacy Notices.]

Select...
Select...

Constant Contact is a federal contractor subject to the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (“VEVRAA”), which requires contractors to take affirmative action to employ and advance in employment: 

1. disabled veterans defined as (a) veterans of the U.S. military, ground, naval or air service who are entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or (b) persons who were discharged or released from active duty because of a service-connected disability;

2. recently separated veterans defined as any veterans during the three-year period beginning on the date of such veteran’s discharge or release from active duty in the U.S. military, ground, naval, or air service;

3. active duty wartime or campaign badge veterans defined as veterans who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense; and 

4. Armed Forces service medal veterans defined as veterans who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

If you believe you belong to any of the categories of protected veterans listed above, please indicate by selecting the appropriate option below. As a government contractor subject to VEVRAA, we request this information to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. This information is being requested on a voluntary basis and will be kept confidential, consistent with applicable law. Refusal to provide the requested information will not subject you to any adverse treatment.  If provided, this information will not be used in a manner inconsistent with VEVRAA.

Select...
Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026


Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.