Customer Retention Specialist VA
A senior Customer Retention Specialist contacts customers who are at risk of cancelling or have lapsed, understands why and wins them back with the right offer or fix, so churn falls and revenue from existing customers grows.
- Top 1% vetted talent
- No lock-in contracts
- Replacement guarantee
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Hourly rates · No lock-in contracts
Description
A Customer Retention Specialist VA works with customers who are considering cancelling or have already lapsed, helping identify the reason and applying approved offers or solutions where appropriate. They can process plan changes, run win-back campaigns and track churn reasons and retained revenue. Outsource Teams provides top 1% vetted talent with retention, account management or sales experience, no lock-in contracts and a replacement guarantee.
Responsibilities
- Work daily lists of cancellation requests, at-risk accounts and lapsed customers from the CRM or subscription platform.
- Contact customers by phone, email and chat to understand the reason for leaving and resolve it where possible.
- Apply save offers, plan changes and payment arrangements within the approved retention playbook.
- Process cancellations, downgrades and reactivations accurately in systems such as Chargebee, Recurly, Stripe or Salesforce.
- Record the churn reason, offer made and outcome for every contact so reporting is reliable.
- Run win-back campaigns for lapsed customers and track the results.
- Meet targets for save rate, reactivations and revenue retained each month.
- Feed product, pricing and service issues that cause churn back to the relevant teams with evidence.
- Test and improve retention scripts and offers based on what is working.
Software & Tools
Requirements
- At least 5 years in retention, account management or sales with a proven record of saving customers.
- Experience with subscription or billing systems such as Chargebee, Recurly, Zuora or Stripe and a CRM such as Salesforce or HubSpot.
- Persuasive, empathetic spoken and written English for handling customers who have already decided to leave.
- Strong negotiation and objection-handling skills within defined offer limits.
- Comfortable with measured targets and reporting on save rate and retained revenue.
- Analytical enough to spot churn patterns and report them clearly.
- Reliable high-speed internet, backup power and a quiet workspace, with availability in the client's calling hours.
Frequently Asked Questions
Which customers can they work with?
They can manage cancellation requests, at-risk accounts and lapsed customers from your CRM or subscription platform.
Can they offer discounts or plan changes?
Yes, provided these sit within the retention playbook and authority limits you set. They can apply approved offers, plan changes and payment arrangements.
What systems can they use?
They can work with HubSpot, Klaviyo, Salesforce, Intercom, Gorgias and Aircall, as well as subscription systems such as Chargebee, Recurly and Stripe.
How experienced are the candidates?
Candidates are expected to have at least five years in retention, account management or sales, with a proven record of saving customers.
What does it cost?
Rates are listed in USD at $5 per hour for entry-level talent, $7 per hour for intermediate and $9 per hour for senior talent. There are no lock-in contracts.
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