Job Title Growth and Retention Specialist Fully Remote (Preferred candidates located in below cities)

• Dallas, TX
• Atlanta, GA
• Charlotte, NC

Overview

The Growth and Retention Specialist is a strategic, customer-facing role focused on protecting and growing the existing customer base. This position is central to the customer retention strategy, proactively engaging customers throughout their renewal lifecycle. Beyond simply processing transactions, you will serve as a primary point of contact, ensuring customers continue to find value in products while discovering new opportunities to grow. Your primary responsibilities will be to secure renewals and identify and act on opportunities to upsell and cross-sell. This requires a deep understanding of customer objectives, the ability to articulate value propositions effectively, and a commitment to finding solutions that meet evolving needs. The ideal candidate will be adept at navigating customer conversations and independently driving positive commercial outcomes for both the customer and the business.

Responsibilities

• Own the Renewal Process: Manage the full renewal cycle, from initial communication to contract close. Proactively engage with customers to discuss upcoming renewals, address concerns, and ensure a smooth, timely process.
• Identify Upsell and Cross-Sell Opportunities: Actively listen to customer needs and challenges to introduce additional products, services, or upgrades that enhance customer success and expand footprint.
• Negotiate and Problem Solve: Lead commercial discussions, including pricing negotiations, to secure renewals while addressing and resolving customer concerns.
• Serve as a Customer Advocate: Build strong relationships, acting as a trusted advisor and liaison. Communicate customer needs and feedback to internal teams for effective resolution.
• Drive Internal Collaboration: Act as the link between customers and internal teams (Sales, Customer Success, etc.), routing and escalating complex needs as necessary.
• Adhere to and Improve Processes: Follow established renewal processes while contributing to ongoing improvements based on customer interactions and feedback.

Skills / Qualifications

• Experience: 1–4+ years of experience in renewals, account management, or inside sales, preferably within a B2B, SaaS, or technology environment. Proven track record of retaining and growing customer accounts.
• Communication & Negotiation: Strong verbal and written communication skills with the ability to negotiate and influence customers toward positive outcomes.
• Customer Focus: Strong commitment to customer satisfaction and building long-term relationships that drive mutual growth.
• Organizational Skills: Excellent organizational and time-management skills with the ability to manage high volumes of tasks and deadlines.
• Technical Proficiency: Experience using Salesforce (or similar CRM) is required.
• Proactive & Self-Motivated: Ability to take initiative and proactively manage responsibilities and targets.
• Team Player: Ability to collaborate effectively with internal teams to support overall customer success