Customer Solutions and Retention Specialist (Remote)

About the position As a Customer Solutions & Retention Specialist, you will work directly with customers who are considering canceling or downgrading, as well as those who show early signs of disengagement. You will quickly understand each customer’s goals, how they are using FMG’s internal products today, and where there are gaps or underused features, then offer dynamic solutions—such as training, configuration changes, or right‑sized packages—to keep them successful and retained. You will operate confidently in ambiguity, adapt to different customer situations, and provide an excellent experience in every interaction across phone, email, and chat.

Responsibilities

• Handle incoming tickets from customers regarding cancellations, downgrades, and complex support questions, with a focus on retention.
• Ask probing, consultative questions to understand customers’ businesses, marketing goals, and technology stack, and connect those needs to FMG features and best practices.
• Present tailored solution options (training, configuration changes, content or feature recommendations, and subscription adjustments) that address the customer’s concerns and clearly show the value of staying with FMG.
• Manage subscription changes end‑to-end, including upgrades, downgrades, and account changes, ensuring accurate processing, clear communication, and timely implementation.
• Identify appropriate upsell or cross‑sell opportunities when additional features, modules, or higher‑tier plans are genuinely aligned with customer outcomes.
• Provide accurate, timely answers to questions about FMG products, websites, and marketing tools, occasionally handling escalated or complex issues with patience and professionalism.
• Document detailed notes on customer concerns, cancellation reasons, solutions offered, and agreed‑upon actions in HubSpot and other FMG tools to support continuity and reporting.
• Develop strong partnerships with internal departments and stakeholders
• Share recurring customer feedback and trends with management and cross‑functional teams to help improve FMG’s products, messaging, and retention strategies.
• Access to a private & secure workspace, free from distractions
• Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
• An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)

Requirements

• Demonstrated ability to meet or exceed targets related to retention, “saves,” customer satisfaction, documentation quality, and productivity.
• Proven ability to provide great customer experiences, especially in challenging or emotionally charged conversations.
• Ability to quickly learn and understand FMG’s internal products and translate that knowledge into practical recommendations for customers.
• 2-3 years experience in sales, retention, or customer success/support where objection handling and closing or “saving” customers was part of the role.
• Proactively identify at‑risk customers using cues such as usage, support history, and feedback, and reach out with offers, education, or guidance to prevent churn before a formal cancel request.
• Comfortable operating in ambiguity, adjusting approach as processes, offers, and customer situations evolve.
• Adaptable to different customer personalities and situations; able to adjust communication style and solution options accordingly.
• Strong written and verbal communication skills, with the ability to explain technical or marketing concepts in clear, simple language.
• Ability to work both independently and in a team environment in a remote, fast‑paced setting, using tools like HubSpot and Google Workspace.

Nice-to-haves

• 1-2 years SaaS experience preferred.

Benefits

• Enjoy a generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown.
• Our comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave.
• Medical with $0 co-pay Telehealth plan
• Dental
• Vision
• Health Savings Account (HSA) with generous employer contributions
• Flexible Spending Accounts (FSA)
• Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
• Company-paid Short & Long Term Disability coverage
• Company-paid Employee Assistance Program (EAP)
• Matching 401(k) with immediate full vesting
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• We’ll provide you with the work computer equipment you need to set you up for success!
• Our Employee Events Committee and managers are always planning a mix of fun in-person and virtual events to keep us all connected—plus we also love to throw in some FMG swag, so you can show off your company spirit in style!

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