Retention Specialist

Join Jobber as a Retention Specialist and play a key role in helping customers overcome challenges, rediscover the value of Jobber, and continue growing their businesses with confidence. You will engage with customers at risk of cancellation, conduct proactive outbound retention calls, facilitate scheduled value sessions, and partner with cross-functional teams to improve the overall customer experience. Success in this role is measured through outcomes such as save rate, customer retention, and long-term customer success following retention conversations.

• Engager avec les clients à risque d'annulation par le biais de conversations téléphoniques axées sur la rétention, en identifiant des solutions qui les aident à continuer à réussir avec Jobber.
• Conduire des appels de rétention proactifs auprès des clients montrant des signes de risque de désabonnement, en utilisant des signaux disponibles pour les aider à relever les défis avant qu'ils ne conduisent à une annulation.
• Utiliser une approche consultative et diagnostique pour découvrir les causes profondes du risque de désabonnement, en posant les bonnes questions et en recommandant des solutions qui répondent réellement à leurs besoins.
• A genuine curiosity about what’s driving customer challenges. You ask great questions, listen closely, and understand the problem before proposing a solution
• The ability to influence outcomes through consultative conversations, confidently guiding customers through complex situations such as cancellation decisions, product challenges, or pricing concerns
• Strong problem-solving ability. You assess situations critically, identify root causes, and propose creative, practical solutions with confidence
• Reliability and accountability. You show up for your team and customers, follow through on commitments, and take responsibility for results
• Confidence working with modern software tools and navigating multiple systems in a fast-paced, cloud-based environment
• A results-driven mindset that motivates you to take ownership of customer outcomes and work toward solutions that support long-term customer success
• Strong verbal communication skills and a customer-first mindset, allowing you to build rapport quickly and navigate challenging conversations with empathy and clarity
• Adaptability in a growth environment. You’re energized by change and comfortable learning new tools, systems, and workflows
• Interest or experience in leveraging AI tools to enhance productivity and insight generation
• The ability to translate product knowledge into customer solutions. You don’t just know what Jobber does – you can connect its features to the specific needs of each customer’s business in a way that resonates
• Resilience and composure. You stay calm under pressure, handle rejection professionally, and learn quickly from difficult conversations
• A track record of thriving in high-volume, customer-facing environments where you consistently deliver strong results while maintaining a high-quality customer experience