(Senior) CRM & Retention Manager:in at buah focusing on innovative retention strategies in the snack market. Overseeing retention metrics, CRM campaigns, and strategic growth initiatives.
About the role
- Retention Specialist at Culligan Quench handling cancellation requests and preventing churn. Collaborating with internal teams to strengthen customer retention in a hybrid work environment.
Responsibilities
- Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities
- Apply established retention pathways and approved retention solutions, leveraging consultative questioning techniques to identify which solutions address specific customer objections
- Collaborate cross-functionally with Service, Billing, and Operations teams to quickly resolve barriers to retention and prevent future churn
- Drive conversations to closure, finalizing modified agreements and coordinating next steps to ensure smooth implementation and customer handoff
- Maintain meticulous CRM documentation of all customer interactions, outcomes, negotiated terms, and reasoning to enable team learning and accountability
- Consistently meet or exceed monthly retention KPIs including churn rate, renewal conversion rate, NPS targets, and SLA achievement
Requirements
- 2+ years of professional experience in sales, account management, customer retention, or customer success
- Demonstrated ability to handle objections, de-escalate difficult conversations, and convert cancellation intent into renewals or contract modifications
- Strong ability to drive conversations to closure, finalize agreements, and move customers toward implementation
- Commitment to following documented processes, standard operating procedures, and established retention pathways
- Excellent verbal and written communication skills with ability to tailor messages to different audiences
- Strong proficiency with CRM systems (Salesforce preferred) and ability to learn new platforms quickly
- Proficiency with Microsoft Office Suite (Excel, Word, Outlook)
- Exceptional organizational skills, ability to multi-task, and thrive in a fast-paced, results-driven environment
Benefits
- Medical, Dental, Vision which start day one
- 401(k) match of 50% up to 6%
- Life insurance
- Disability
- Unlimited Paid Time Away
- Parental leave
- Additional voluntary benefits
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