Customer Retention Specialist

Jobber
Edmonton, Vancouver, Waterloo, Toronto
Workplace: HybridFull timeCAD 58,300+ annuallyFunction: Customer Support (Service Desk)Skills: ["Communication","Customer-first mindset","Consultative problem-solving","Resilience","Accountability"]

Own retention outcomes for customers at risk of canceling by leading consultative inbound and outbound conversations. Diagnose root causes behind churn, identify barriers, and guide customers to Jobber features through scheduled value sessions, training, and best practices. Partner with Customer Success, Support, Product, and Billing to surface churn risks and improve the overall customer experience. Success is measured by save rate, customer retention, and long-term success after retention conversations.

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Jobber
Jobber
1 day ago

Customer Retention Specialist

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Last checked: 16 hours agoStatus: Live

Job Summary

Own retention outcomes for customers at risk of canceling by leading consultative inbound and outbound conversations. Diagnose root causes behind churn, identify barriers, and guide customers to Jobber features through scheduled value sessions, training, and best practices. Partner with Customer Success, Support, Product, and Billing to surface churn risks and improve the overall customer experience. Success is measured by save rate, customer retention, and long-term success after retention conversations.
Location: Edmonton, Vancouver, Waterloo, Toronto
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Engage customers at risk of cancellation through retention-focused phone conversations, identifying solutions to help them continue succeeding with Jobber.
  • •Conduct proactive outbound retention calls to customers showing churn risk using account health and engagement signals.
  • •Facilitate scheduled value sessions to remove blockers and unlock subscription value through feature adoption, workflow optimization, training, and best practices.
  • •Use a consultative diagnostic approach to uncover root causes behind churn risk by asking questions and interpreting product usage patterns and account health indicators.
  • •Collaborate cross-functionally to share retention insights, identify churn trends and product gaps, and contribute to improvements across the customer experience.

Pay and Benefits

Salary: CAD 58,300 annually
Perks:Health InsuranceWellness StipendRetirement MatchingEquity

Key Requirements

  • •Thrives in high-volume, customer-facing environments while delivering strong results and a high-quality customer experience.
  • •Demonstrates genuine curiosity about customer challenges, asks strong questions, listens closely, and understands the problem before proposing solutions.
  • •Translates product knowledge into customer solutions by connecting Jobber features to each customer’s business needs.
  • •Influences outcomes through consultative conversations, guiding customers through complex situations like cancellation decisions, product challenges, or pricing concerns.
  • •Uses strong verbal communication and a customer-first mindset to build rapport with empathy and clarity, staying resilient under pressure.
Experience:Customer-facingSaaS
Skills:CommunicationCustomer-first mindsetConsultative problem-solvingResilienceAccountability
Tech Stack:AI toolsModern software 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