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Retention Operations Jobs (NOW HIRING)

Corpay

Supervisor Card Retention

Beaverton, OR · On-site

You will report directly to Operations Leadership and regularly collaborate with Card Retention, Supplier Support, Account Management, Product, and Operations teams. How We Work * Assigned workspace ...

corpay

Supervisor Card Retention

Beaverton, OR · On-site

You will report directly to Operations Leadership and regularly collaborate with Card Retention, Supplier Support, Account Management, Product, and Operations teams. How We Work * Assigned workspace ...

corpay

Supervisor Card Retention

Beaverton, OR

You will report directly to Operations Leadership and regularly collaborate with Card Retention, Supplier Support, Account Management, Product, and Operations teams. How We Work * Assigned workspace ...

Werner

Driver Retention Supervisor

Omaha, NE

$45.90K - $55K/yr

This role combines people management with strategic analysis, overseeing daily retention operations, handling complex driver escalations, and collaborating with leadership to refine loyalty and ...

LearnUpon

CX Operations Analyst

Salt Lake City, UT · Hybrid

Revenue Operations About the Company LearnUpon partners with over 1,600 organizations globally to ... They are responsible for tracking critical SaaS metrics-such as retention forecasts, win/loss ...

HighLevel

Director, Customer Retention

Charleston, WV · Remote

Operational Excellence * Own and run a revenue-retention operating model with clear KPIs tied to gross retention, save rate, activation milestones, and churn attribution * Own and improve the metrics ...

HighLevel

Director, Customer Retention

Operational Excellence * Own and run a revenue-retention operating model with clear KPIs tied to gross retention, save rate, activation milestones, and churn attribution * Own and improve the metrics ...

Retention Express

Customer Retention Specialist (Tier 1)

$14.50 - $20/hr

About Retention Express Retention Express LLC is a leading, high-touch BPO contact support center ... What you'll do Operational Duties/Responsibilities... * We utilize a full tech stack of tools and ...

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How much do retention operations jobs pay per year?

As of Jun 1, 2026, the average yearly pay for retention operations in the United States is $61,368.00, according to ZipRecruiter salary data. Most workers in this role earn between $50,000.00 and $74,500.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive in Retention Operations, and why are they important?

To thrive in Retention Operations, you need strong analytical abilities, customer lifecycle understanding, and experience with retention strategies, often supported by a background in business or marketing. Familiarity with CRM systems, data analytics tools like Excel or Tableau, and marketing automation platforms is typically required. Excellent communication, problem-solving, and relationship-building skills help professionals connect with customers and collaborate across teams. These skills are crucial for effectively reducing churn, maximizing customer value, and driving long-term business growth.

What are the primary challenges faced in a Retention Operations role, and how can they be effectively managed?

One of the main challenges in Retention Operations is balancing customer satisfaction with company goals, especially when addressing customer concerns or preventing churn. Professionals in this role often need to analyze customer feedback, identify trends, and collaborate with cross-functional teams such as Customer Success and Product to implement effective retention strategies. Effective communication and adaptability are crucial, as priorities can shift quickly based on customer needs or business objectives. Building strong relationships with both customers and internal stakeholders helps ensure solutions are aligned and sustainable.

What are Retention Operations?

Retention Operations refers to the processes, strategies, and teams focused on keeping customers engaged and reducing churn within a business. These operations typically involve analyzing customer behavior, identifying at-risk customers, and implementing targeted interventions such as personalized communications, special offers, or improved customer support. The goal is to maximize customer lifetime value and ensure long-term loyalty. Retention Operations teams work closely with sales, marketing, and customer service departments to coordinate efforts and measure the effectiveness of retention initiatives.

What is the difference between Retention Operations vs Customer Success Specialist?

AspectRetention OperationsCustomer Success Specialist
Primary FocusOptimizing retention strategies and processesBuilding customer relationships and ensuring satisfaction
Skills & CertificationsData analysis, CRM tools, process improvementCommunication, relationship management, product knowledge
Work EnvironmentData-driven, cross-departmental collaborationCustomer-facing, account management
Industry UsageCommon in SaaS, subscription servicesCommon in SaaS, tech, and service industries

Retention Operations focuses on analyzing data and implementing strategies to reduce churn, while Customer Success Specialists engage directly with customers to ensure satisfaction and loyalty. Both roles are vital in customer retention but differ in approach and daily activities.

More about Retention Operations jobs
What job categories do people searching Retention Operations jobs look for? The top searched job categories for Retention Operations jobs are:
Retention Operations jobs near you

Retention Operations Specialist

Retrev LLC

Pensacola, FL • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 11 days ago

Job description

Retention Operations Specialist


Department: Operations Reports To: Operations Manager

Employment Type: Full-Time M-F; Non-Exempt

Location: In-Office (Pensacola)


About the Role

The Retention Operations Specialist plays a critical role in supporting firm retention and overall account success by ensuring a consistent, proactive, and high-quality service experience. Sitting within the Operations team and reporting to the Operations Coordinator, this role serves as a key liaison between firm accounts and internal departments to drive communication, coordination, and issue resolution.

This position is responsible for supporting the full firm lifecycle—from onboarding through ongoing service—by maintaining strong working relationships, monitoring account activity, and ensuring timely follow-through on firm needs. The Retention Operations Specialist works cross-functionally with operations, retrieval, quality, and leadership teams to address challenges, streamline communication, and help prevent issues before they escalate.

The ideal candidate is detail-oriented, solutions-driven, and highly communicative, with the ability to manage multiple priorities while maintaining a strong focus on firm satisfaction, retention, and operational excellence. Success in this role comes from anticipating needs, ensuring accountability across teams, and contributing to a seamless and positive firm experience.

Key Responsibilities

Firm Relationship Management

  • Build and maintain strong, professional, trust-based relationships with new and existing firms.
  • Serve as a primary point of contact for assigned firm accounts, ensuring responsive, clear, and proactive communication.
  • Support the full firm lifecycle, including onboarding, implementation, ongoing service support, and relationship maintenance.
  • Help ensure firms feel informed, supported, and confident in the services being provided.

Firm Support & Issue Resolution

  • Respond to firm questions, concerns, and service-related issues in a timely and professional manner.
  • Proactively identify potential firm concerns before they escalate and work cross-functionally to support resolution.
  • Coordinate with internal departments to ensure firm requests, updates, and priorities are communicated accurately and followed through effectively.
  • Monitor open issues and follow up until resolution is achieved and communicated clearly to the firm.

Cross-Department Coordination

  • Act as a liaison between firms and internal teams to help ensure alignment, accountability, and smooth service execution.
  • Collaborate with operations, retrieval, quality, and leadership teams to support firm needs and maintain service standards.
  • Assist in communicating firm expectations, service updates, and workflow changes to the appropriate internal stakeholders.
  • Help identify process gaps or communication breakdowns that may affect the firm experience.

Onboarding, Reporting & Account Support

  • Support firm onboarding by coordinating initial setup, expectations, communication processes, and service introductions.
  • Assist in preparing firm reports, service updates, account summaries, and other routine communications.
  • Monitor account activity, service trends, and firm feedback to help identify opportunities for improved support and satisfaction.

Continuous Improvement

  • Identify opportunities to improve the firm experience, communication flow, and internal coordination.
  • Share feedback and trends with leadership to support service improvements and stronger firm retention.
  • Stay informed on company processes, service offerings, and operational updates to better support firms.
  • Contribute to departmental initiatives focused on service quality, account growth, and firm success.

Qualifications & Skills

Required

  • 2+ years of experience in firm relations, account support, customer success, firm relations, or a similar firm-facing role.
  • Strong communication skills with the ability to be professional, clear, concise, and proactive in all interactions.
  • Demonstrated ability to manage multiple priorities in a fast-paced environment.
  • Strong problem-solving and critical thinking skills with a solutions-oriented mindset.
  • Excellent organizational skills and strong attention to detail.
  • Ability to collaborate effectively across multiple departments and with different levels of leadership.
  • Proficiency in Microsoft Office Suite and general business communication tools.
  • Reliable attendance, professionalism, and a strong sense of accountability.

Preferred

  • Experience in medical retrieval, healthcare support services, legal support services, or another service-based environment.
  • Experience supporting firm onboarding, account management, or service coordination.
  • Familiarity with reporting, service tracking, and firm communication workflows.
  • Bachelor’s degree in business, communications, marketing, healthcare administration, or a related field, or equivalent practical experience.


What Success Looks Like

In the first 90 days, a successful Retention Operations Specialist will have:

  • Built strong working relationships with assigned firms and internal departments.
  • Developed a clear understanding of firm expectations, service workflows, and communication standards.
  • Demonstrated consistent follow-through on firm needs, questions, and open issues.
  • Contributed to a positive and professional firm experience through responsive communication and strong internal coordination.
  • Helped improve visibility, organization, and follow-up across firm-facing service needs.


Benefits

Full benefits package including health, vision, dental, retirement plan, and paid time off.