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. POSITION OBJECTIVE The Retention Specialist plays a critical role in protecting revenue and strengthening long-term client relationships. This role serves as the primary point of contact for at-risk clients, providing empathetic, solution-oriented support while identifying pain points, guiding resolution, and ensuring clients realize the full value of SpotOn solutions. Success in this role directly drives retention, revenue preservation, and client satisfaction, with opportunities to contribute to growth initiatives through upsell and proactive engagement.. RESPONSIBILITIES - Manage inbound and outbound client interactions, including Salesforce cases, emails, and churn alerts, with urgency and professionalism. - Engage B and C segment clients to resolve dissatisfaction, restore accounts, and prevent churn. - Conduct proactive health checks, risk assessments, and escalations to safeguard account retention. - Collaborate with Sales, Support, and Client Success teams to resolve issues and recover at-risk accounts. - Recommend tailored solutions, product enhancements, and pricing adjustments to retain clients. - Negotiate cancellations and execute creative retention strategies to preserve recurring revenue. - Maintain accurate documentation of all client interactions, resolutions, and outcomes. - Meet retention KPIs and performance targets, while identifying trends to improve engagement and revenue. - Execute proactive outreach to accounts showing early signs of disengagement. - Maintain expert knowledge of SpotOn products and value propositions to support client success. - Respond promptly to client inquiries and online feedback, ensuring timely resolution and positive experiences. - Deliver high-quality, accurate work and outcomes by consistently adhering to documented processes, including Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and checklists. - Review and verify outcomes before submission to maintain consistency and high-quality standards. - Identify and address process gaps or errors to drive continuous improvement and operational excellence. SKILLS & KNOWLEDGE - Strong communication, influence, and problem-solving skills; able to collaborate across teams and engage stakeholders. - High emotional intelligence with exceptional written and verbal communication for client-facing interactions. - Ability to manage multiple clients, cases, and projects in a fast-paced environment. - Solutions-oriented, proactive mindset with a focus on retention and client satisfaction. - Adaptable and agile, able to navigate complexity and ambiguity while meeting deadlines. - Depth of experience in client retention, account management, or customer success with measurable outcomes. - Knowledge of payment processing, SaaS, or software solutions industries. PREVIOUS EXPERIENCE - 2 – 5 years of professional experience in customer success or related roles. - Experience in fintech or SaaS environments preferred. EDUCATION / PROFESSIONAL TRAINING - Bachelor’s degree in Business Administration, Marketing, Communications, Hospitality Management, or a related field required. - An