At a Glance
- Tasks: Help customers succeed by solving their challenges and enhancing their experience with Jobber.
- Company: Join a supportive team at Jobber, transforming service delivery for small businesses.
- Benefits: Competitive salary, health benefits, equity rewards, and career development opportunities.
- Other info: Work in a collaborative culture that values diversity and personal growth.
- Why this job: Make a real impact on customer success while growing your skills in a dynamic environment.
- Qualifications: Strong communication skills and a passion for helping customers thrive.
The predicted salary is between 58300 - 58300 $ per year.
Are you passionate about helping customers succeed, solving meaningful problems, and making a real impact on the businesses you support every day? We’re looking for a Customer Retention Specialist (Retention Specialist) to join our Customer Success team and play a key role in helping customers overcome challenges, rediscover the value of Jobber, and continue growing their businesses with confidence.
The Retention team plays a critical role in protecting recurring revenue and strengthening long-term customer relationships, supporting customers at pivotal moments when they are deciding whether to continue their Jobber subscription. Through both inbound and outbound retention conversations, our team connects with customers who may be experiencing challenges, exploring alternatives, or not yet seeing the full value of the platform. We take the time to understand what’s getting in the way, and then connect them to the Jobber features and workflows that solve their specific problems and help their businesses grow.
Reporting to the Manager, Customer Retention, the Customer Retention Specialist (Retention Specialist) works directly with customers who may be at risk of cancelling or disengaging from Jobber. Your job is to understand what’s standing in their way, and connect them to solutions that help them succeed. You’ll lead meaningful, consultative conversations to understand the underlying causes behind cancellation requests or disengagement, identify barriers to success, and guide customers toward solutions that strengthen their experience with Jobber and make a real difference for their business.
The Customer Retention Specialist (Retention Specialist) will:
- Engage with customers at risk of cancellation through retention-focused phone conversations via direct inbound phone line or booked calls, identifying solutions that help them continue to succeed with Jobber.
- Conduct proactive outbound retention calls to customers showing signs of churn risk, using available signals such as account health indicators or changes in engagement to help customers address challenges before they lead to cancellation.
- Facilitate scheduled value sessions that help customers overcome blockers and unlock the full value of their Jobber subscription through feature adoption, workflow optimization, training and best practices tailored to their business.
- Use a consultative, diagnostic approach to uncover root causes behind churn risk.
- Play a direct role in protecting and retaining recurring revenue by influencing customer decisions at critical moments in their lifecycle.
- Exercise sound judgment and decision-making in navigating complex or high-risk customer situations.
- Partner with cross-functional teams to share insights from retention conversations.
- Contribute to improving long-term retention strategy by identifying patterns in churn drivers.
- Adapt quickly to evolving processes, tools and product updates.
- Become an ambassador of our culture by being humble, supportive.
To be successful, you should have:
- A track record of thriving in high-volume, customer-facing environments.
- A genuine curiosity about what’s driving customer challenges.
- The ability to translate product knowledge into customer solutions.
- The ability to influence outcomes through consultative conversations.
- Strong verbal communication skills and a customer-first mindset.
- A results-driven mindset that motivates you to take ownership of customer outcomes.
- Resilience & composure.
- Strong problem-solving ability.
- Adaptability in a growth environment.
- Reliability and accountability.
- Confidence working with modern software tools.
- Interest or experience in leveraging AI tools to enhance productivity.
Compensation: At Jobber, we believe that compensation should be transparent, fair, and supportive of your experience and growth. This role comes with a fixed compensation structure, starting at $58,300. Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind.
What you can expect from Jobber:
- A total compensation package that includes an extended health benefits package.
- A dedicated Talent Development team and access to coaching, learning, and leadership programs.
- A unique opportunity to build, grow, and leave your impact on a $400 billion industry.
- To work with a group of people who are humble, supportive, and care about our customers.
- We believe that diverse teams perform better and that fostering an inclusive work environment is a key part of growing a successful team.
Job by job, we’re transforming the way service is delivered. Your lawn care provider, home cleaning service, plumber or painter could use Jobber to better connect with their customers, save time in the office, invoice faster, and get paid!
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