Retention Specialist

Jobber
Vancouver, Edmonton, Waterloo, Toronto, Ontario
Workplace: HybridFull time58,300 - 58,300 annuallyFunction: Software EngineeringSkills: ["Communication","Empathy","Problem-solving","Adaptability","Reliability"]

A customer-facing role within the Customer Success team focused on reducing churn. Conducts inbound/outbound retention conversations, identifies root causes of disengagement, and guides customers to solutions that maximize Jobber’s value; collaborates with Success, Support, Product, and Billing to protect recurring revenue.

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Jobber
Jobber
3 months ago

Retention Specialist

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

Job Summary

A customer-facing role within the Customer Success team focused on reducing churn. Conducts inbound/outbound retention conversations, identifies root causes of disengagement, and guides customers to solutions that maximize Jobber’s value; collaborates with Success, Support, Product, and Billing to protect recurring revenue.
Location: Vancouver, Edmonton, Waterloo, Toronto, Ontario
Workplace: Hybrid
Employment Type: Full time
Job Function: Software Engineering

Key Responsibilities

  • •Engage with customers at risk of cancellation through retention-focused conversations, identifying 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 the full value of their Jobber subscription through feature adoption and best practices.
  • •Use a consultative, diagnostic approach to uncover root causes behind churn risk, asking the right questions and interpreting product usage signals to address obstacles.
  • •Protect and retain recurring revenue by influencing customer decisions at critical moments, balancing customer needs with business outcomes.

Pay and Benefits

Salary: 58,300 annually
Equity and Bonus:Equity
Perks:Health InsuranceEquityRetirement MatchingRrsp Matching

Key Requirements

  • •1) A track record of thriving in high-volume, customer-facing environments where you consistently deliver strong results while maintaining a high-quality customer experience.
  • •2) Genuine curiosity about what’s driving customer challenges; you ask great questions, listen closely, and understand the problem before proposing a solution.
  • •3) Ability to translate product knowledge into customer solutions, connecting Jobber features to each customer’s business needs.
  • •4) Ability to influence outcomes through consultative conversations, guiding customers through complex situations such as cancellations, product challenges, or pricing concerns.
  • •5) Strong verbal communication skills and a customer-first mindset, enabling quick rapport building and clear, empathetic conversations.
Experience:Customer successSaaS
Skills:CommunicationEmpathyProblem-solvingAdaptabilityReliability
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