Retention Specialist

About SpotOn We’re not just building restaurant tech—we’re giving independent restaurants the tools to compete and win. From our award‑winning point‑of‑sale to AI‑powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed. Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real users Rated the top‑rated point‑of‑sale (POS) for restaurants, bars, retail, and small businesses by Capterra users Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you. Retention Specialist Position Objective The Retention Specialist plays a critical role in protecting recurring revenue and strengthening long‑term client relationships. Serving as the primary point of contact for at‑risk clients, this role delivers empathetic, solution‑oriented support by identifying pain points, guiding resolution, and ensuring clients realize the full value of SpotOn solutions. Success in this role directly drives client retention, revenue preservation, and satisfaction, while contributing to growth initiatives through proactive engagement and upsell opportunities. Key Responsibilities Manage inbound and outbound client interactions across Salesforce cases, email, and churn alerts with urgency and professionalism. Engage B and C segment clients to resolve dissatisfaction, restore accounts, and prevent churn. Conduct proactive account health checks, risk assessments, and escalations to protect account retention. Partner cross‑functionally with Sales, Support, and Client Success to resolve issues and recover at‑risk accounts. Recommend tailored retention solutions, including product enhancements and pricing adjustments. Negotiate cancellations and implement creative strategies to preserve recurring revenue. Execute proactive outreach to accounts showing early signs of disengagement. Maintain accurate and timely documentation of all client interactions, resolutions, and outcomes. Consistently meet or exceed retention KPIs and performance targets, while identifying trends and insights to improve engagement. Maintain expert‑level knowledge of SpotOn products, services, and value propositions. Respond promptly to client inquiries and online feedback, ensuring timely resolution and positive experiences. Deliver high‑quality, accurate outcomes by adhering to Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and documented workflows. Review and validate work prior to submission to ensure consistency, accuracy, and quality standards. Identify process gaps or errors and contribute to continuous improvement and operational excellence initiatives. Skills & Knowledge Strong communication, influence, and problem‑solving skills, with the ability to collaborate across teams. High emotional intelligence, with exceptional written and verbal communication in client‑facing environments. Proven ability to manage multiple accounts, cases, and priorities in a fast‑paced environment. Solutions‑oriented and proactive mindset with a strong focus on retention and client satisfaction. Adaptable and agile, comfortable navigating complexity and ambiguity while meeting deadlines. Demonstrated experience in client retention, account management, or customer success, with measurable results. Knowledge of SaaS, fintech, payment processing, or software solutions industries preferred. Previous Experience 2–5 years of professional experience in Customer Success, Account Management, Retention, or related roles. Experience in SaaS or fintech environments strongly preferred. Education / Professional Training Bachelor’s degree in Business Administration, Marketing, Communications, Hospitality Management, or a related field required. An equivalent combination of education and relevant experience may be considered. Languages & Proficiency Fluent in English and Spanish (written and verbal). Additional languages are a plus, but not required. SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. SpotOn is an e-verify company. Seniority level Mid‑Senior level Employment type Full‑time Job function Other Industries Software Development #J-18808-Ljbffr