Retention Specialist

Jobber
Vancouver, Waterloo, Edmonton, Toronto
Workplace: HybridFull time58,300+Function: Customer Success & Account ManagementSkills: ["Customer-first mindset","Rapport building","Empathy","Resilience","Problem-solving","Ownership","Adaptability","Reliability","Accountability","Composure"]

Own customer retention outcomes by leading consultative phone and value sessions with customers at risk of cancelling or disengaging. Diagnose root causes behind churn risk, translate product knowledge into tailored solutions, and influence decisions that protect recurring revenue. Partner with Customer Success, Support, Product, and Billing to surface churn signals, share insights, and drive improvements to onboarding and customer experience across Jobber.

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Jobber
Jobber
1 day ago

Retention Specialist

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Last checked: 16 hours agoStatus: Live

Job Summary

Own customer retention outcomes by leading consultative phone and value sessions with customers at risk of cancelling or disengaging. Diagnose root causes behind churn risk, translate product knowledge into tailored solutions, and influence decisions that protect recurring revenue. Partner with Customer Success, Support, Product, and Billing to surface churn signals, share insights, and drive improvements to onboarding and customer experience across Jobber.
Location: Vancouver, Waterloo, Edmonton, Toronto
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Lead inbound retention conversations and booked calls with customers at risk of cancellation, identifying solutions to help them succeed with Jobber.
  • •Conduct proactive outbound retention outreach using signals like account health and engagement to prevent churn.
  • •Facilitate scheduled value sessions focused on feature adoption, workflow optimization, and training to remove blockers.
  • •Use a consultative, diagnostic approach to uncover root causes behind churn risk and recommend solutions aligned to customer needs.
  • •Partner cross-functionally to share retention insights, identify churn trends, and contribute to improvements across product, onboarding, and customer experience.

Pay and Benefits

Salary: 58,300
Perks:Health InsuranceRetirement MatchingEquity

Key Requirements

  • •Thrive in high-volume, customer-facing environments while maintaining a high-quality customer experience.
  • •Ask great questions and listen closely to understand what’s driving customer challenges before proposing solutions.
  • •Translate product knowledge into customer solutions tailored to each customer’s business needs.
  • •Influence outcomes through consultative conversations, including complex situations like cancellations, product challenges, or pricing concerns.
  • •Demonstrate strong communication, empathy, resilience under pressure, and ownership of customer outcomes.
Skills:Customer-first mindsetRapport buildingEmpathyResilienceProblem-solvingOwnershipAdaptabilityReliabilityAccountabilityComposure
Tech Stack:AI 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