Customer Retention Specialist

Jobber
Vancouver, Edmonton, Waterloo, Toronto, Ontario
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","Problem-solving","Resilience","Adaptability"]

Join the Customer Success team as a Customer Retention Specialist, owning high-volume, customer-facing conversations to understand cancellation drivers, guide at-risk customers to solutions, and protect recurring revenue. You’ll conduct inbound/outbound retention calls, lead value sessions, and collaborate with cross-functional teams to improve product adoption, onboarding, and long-term customer success.

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FursaFursa
Jobber
Jobber
3 months ago

Customer Retention Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Join the Customer Success team as a Customer Retention Specialist, owning high-volume, customer-facing conversations to understand cancellation drivers, guide at-risk customers to solutions, and protect recurring revenue. You’ll conduct inbound/outbound retention calls, lead value sessions, and collaborate with cross-functional teams to improve product adoption, onboarding, and long-term customer success.
Location: Vancouver, Edmonton, Waterloo, Toronto, Ontario
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Engage with customers at risk of cancellation through retention-focused phone conversations and booked calls to identify solutions that help them continue to succeed with Jobber
  • •Conduct proactive outbound retention calls to customers showing churn risk, using signals such as account health indicators to address challenges before cancellation
  • •Facilitate scheduled value sessions to help customers overcome blockers and unlock full value of their Jobber subscription through feature adoption and best practices
  • •Use a consultative, diagnostic approach to uncover root causes behind churn risk and recommend solutions that address customer needs
  • •Partner with cross-functional teams to share retention insights and contribute to improvements across product, onboarding, and customer experience

Pay and Benefits

Perks:Health InsuranceEquityRrsp MatchingRetirement Savings

Key Requirements

  • •A track record of thriving in high-volume, customer-facing environments with strong results and high-quality customer experience
  • •Genuine curiosity about customer challenges; asks great questions, listens, and understands problems before proposing solutions
  • •Ability to translate product knowledge into customer solutions by connecting features to customer needs
  • •Ability to influence outcomes through consultative conversations, guiding customers through complex situations such as cancellations, product challenges, or pricing concerns
  • •Strong verbal communication, customer-first mindset, empathy, and clarity
Experience:Customer successCustomer retentionCloud-based software
Skills:CommunicationEmpathyProblem-solvingResilienceAdaptability
Languages:English
Tech Stack:CRMCall center softwareAI tools

Company Brief

Jobber
Provides cloud-based business management software for home and field service businesses to manage quoting, scheduling, invoicing, payments, and client communications, serving hundreds of thousands of service professionals worldwide.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series D
Headquarters: Edmonton, Canada
Founded: 2011
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor