Retention Specialist helping Jobber’s service - business customers overcome challenges and avoid churn. Conducting consultative calls and value sessions to drive adoption, retention, and recurring revenue.
About the role
- Customer Retention Specialist helping Jobber’s service-business customers overcome challenges and retain subscription value. Conducting consultative calls, value sessions, and churn-prevention outreach.
Responsibilities
- Engage with customers at risk of cancellation through inbound and booked retention calls
- Conduct proactive outbound retention calls to customers showing churn risk
- Facilitate scheduled value sessions focused on feature adoption, workflow optimization, training, and best practices
- Use a consultative, diagnostic approach to uncover root causes behind churn risk
- Interpret product usage patterns and account health indicators
- Recommend solutions tailored to customers’ business needs
- Protect and retain recurring revenue by guiding at-risk customers toward solutions
- Exercise judgment in complex or high-risk customer situations
- Partner with Customer Success, Support, Product, and Billing teams
- Share retention insights, identify churn trends and product gaps, and improve customer experience
- Contribute to long-term retention strategy and improvements to product, onboarding, and customer experience
- Adapt to evolving processes, tools, and product updates
- Build deep product knowledge and act as a trusted advisor to customers
- Report to the Manager, Customer Retention
Requirements
- Track record of thriving in high-volume, customer-facing environments
- Genuine curiosity about customer challenges and ability to ask effective questions
- Ability to translate product knowledge into customer solutions
- Ability to influence outcomes through consultative conversations
- Strong verbal communication skills and customer-first mindset
- Results-driven mindset and ownership of customer outcomes
- Resilience and composure under pressure
- Strong problem-solving ability
- Adaptability in a growth environment
- Reliability and accountability
- Confidence working with modern software tools and multiple systems in a cloud-based environment
- Interest or experience leveraging AI tools
- Customer retention experience
- Legally entitled to work in Canada
- Successful completion of a background check, including identity verification
- Ability to work Monday to Friday, 11am to 8pm MT
- Must be based in Edmonton, Toronto, Vancouver, or Kitchener-Waterloo
- Ability to attend the office at least 1 day per week according to the department schedule
Benefits
- Equity rewards and stock options
- Annual health and wellness stipends
- Retirement savings matching through RRSP, TFSA or FHSA
- Extended health package with fully paid premiums for body and mind
- Dedicated talent development program
- Career coaching
- Career development opportunities
- Coaching, learning, and leadership programs
- Inclusive work environment
- Accommodation support during the hiring process
Job title
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Experience level
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Degree requirement
No Education Requirement
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