Retention Specialist Consultant (SaaS – B2B)

We are a B2B SaaS company focused on optimizing customer engagement, retention, and growth. Our platform serves real estate, finance, and other industries, and we’re seeking a Retention Specialist Consultant to help us refine our customer success strategies and improve overall retention. Role Overview: We are looking for a high-level consultant to work with us, helping us develop structured processes and SOPs for our Account Management and Customer Success teams. Your expertise will guide us in reducing churn, improving customer recovery, increasing upsells, and optimizing customer retention workflows. What We’re Looking For: ✅ Extensive experience in customer success, retention, or account management strategy—ideally within a SaaS company. ✅ Proven track record of reducing churn and increasing customer lifetime value through structured workflows. ✅ Ability to create detailed SOPs and frameworks for both standard and enterprise account managers. ✅ Deep understanding of customer behavior, engagement metrics, and proactive retention techniques. ✅ Strategic thinker with hands-on experience in customer lifecycle optimization. Key Responsibilities: 🛠 SOP & Workflow Development: Create detailed Standard Operating Procedures (SOPs) to improve efficiency for both standard and enterprise account managers. 📉 Churn Reduction Strategy: Analyze customer churn patterns and design proactive measures to improve retention. 🔄 Customer Recovery Processes: Develop structured approaches for re-engaging and recovering customers who are at risk of canceling. 📈 Upsell & Expansion Playbooks: Identify and document best practices for increasing upsells and expanding existing accounts. 📊 Data-Driven Insights: Provide recommendations based on customer engagement analytics and industry best practices. 🤝 Team Training & Guidance: Advise leadership and account managers on retention best practices and workflow improvements. ⚠️ How to Apply: Submit a Loom video (URL) explaining your experience in customer retention strategy and your understanding of our platform after visiting VoiceDrop website. Applications without a video will not be considered.