About the Role

The Retention & Contract Specialist plays a critical role in protecting both the customer experience and company revenue during moments of churn risk. This role is responsible for managing customer churn, retention, and contract-related cases end-to-end within HubSpot, ensuring accurate forecasting, clean documentation, and consistent execution of established workflows.

This position sits within the Customer Care and is adjacent to Customer Support and Customer Success. Success is measured by process excellence, sound judgment, customer empathy, and operational accuracy.

What You’ll Do

• Own customer retention and off-boarding cases from creation through closure in HubSpot
• Conduct structured discovery conversations to understand customer intent and risk
• Clearly communicate contract obligations and off-boarding details to customers
• Determine and execute the appropriate resolution paths
• Build and document success plans for retention cases with clear next steps and timelines
• Ensure off-boarding cases are closed accurately and on time, with complete billing and contract documentation
• Maintain high-quality CRM hygiene to support accurate churn reporting and forecasting
• Collaborate cross-functionally with Customer Success, Support, Finance, Operations, and Product as needed
• Escalate risks, blockers, or exceptions appropriately and in alignment with policy

What Success Looks Like

• Customers experience clear, empathetic, and professional communication during high-risk moments
• Move cases efficiently through defined stages without stagnation
• Forecasting, billing, and contract data are accurate and reliable for downstream teams
• Managers and partners can trust case documentation without rework

What You'll Bring

• 2+ years experience in Customer Support, Retention, Customer Success Operations, or a related function
• Strong written and verbal communication skills
• Experience working in a CRM or ticketing system (HubSpot preferred)
• Ability to interpret and explain contract or billing terms to customers
• High attention to detail and comfort managing multiple active cases
• Ability to remain calm, empathetic, and professional in sensitive customer situations