Description
About the Role
As a Retention Specialist, you'll be on the front lines of protecting Lofty's revenue and deepening client relationships. You'll work directly with customers who are considering canceling or downgrading their accounts, guiding them through a discovery process to uncover unmet needs, highlight untapped value, and present tailored solutions that keep them growing on the platform. This role is equal parts empathy and strategy — you'll need the instincts of a skilled salesperson and the heart of a true customer advocate.
What You'll Do
- Strengthen Lofty's revenue retention by providing exceptional, timely outreach and support to clients at risk of canceling or downgrading
- Engage with customers across phone, email, and text to understand their situation and build trust
- Demonstrate the value of Lofty by walking clients through their account performance, warm lead activity, and automation opportunities they may not be leveraging
- Ask probing discovery questions and handle objections with confidence to uncover root causes and present the right solutions
- Apply strong listening and conflict resolution skills to de-escalate frustrated clients and turn difficult conversations into positive outcomes
- Become a product expert across all of Lofty's solutions, adapting recommendations quickly to fit each client's unique needs and goals
- Communicate clearly and professionally — both externally with clients and internally across teams
- Stay organized and efficient in a fast-paced, metrics-driven environment
- Consistently achieve and exceed monthly retention goals
Requirements
What We're Looking For
- 2+ years of experience in sales, account management, or customer retention at a US-based company
- SaaS or real estate industry experience strongly preferred
- Proven ability to handle objections and navigate difficult conversations with professionalism
- Strong verbal and written communication skills
- Self-motivated and goal-oriented with a track record of hitting or exceeding targets
- Comfortable working across CRM tools and customer communication platforms
Nice to Have
- Familiarity with real estate workflows, agent/broker business models, or real estate tech
- Experience with tools like HubSpot, Aircall, or similar platforms
