Senior Customer Retention Consultant

About Procare

For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children.  We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.

Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds. 

A little about the role…

We are seeking a dynamic, persuasive and empathetic Senior Customer Retention Consultant to join our team and lead retention efforts for our valued clients. This role involves proactively and reactively engaging customers to drive retention, reduce churn, and identify growth opportunities. The ideal candidate is a strong communicator with a strategic mindset, high emotional intelligence, ability to influence and a passion for customer success.

What You Will Do…

• Proactively and reactively engage with at-risk customers to understand challenges and provide solutions that improve satisfaction and loyalty
• Analyze customer data to identify trends, risks, and opportunities to enhance customer experience and retention
• Develop and execute churn mitigation strategies and processes
• Collaborate with internal teams to address client needs and advocate for customer feedback and product enhancements
• Identify upsell and cross-sell opportunities and drive customer expansion initiatives
• Utilize product knowledge to guide customers in maximizing product value and usage
• Maintain detailed records of customer interactions, feedback, and action plans within CRM tools
• Conduct offboarding interviews to understand churn drivers and recommend improvements
• Build trust quickly with clients through active listening, empathy, and strategic consultation
• Influence client decision-making by articulating value propositions and benefits aligned with their goals
• Communicate clearly and confidently in both written and verbal formats, tailoring messages to different audiences
• Address customer concerns professionally and effectively resolve conflict and complaints
• Collaborate cross-functionally with internal stakeholders (Sales, Product, Support, etc.) to align on customer success strategies
• Be Customer-centric by providing a superior customer experience and building positive customer relationships

Our Ideal Candidate Will Have…

• Strong verbal and written communication skills
• Ability to influence decisions and build rapport quickly
• High emotional intelligence with a customer-first mindset
• Conflict resolution and negotiation expertise
• Strong problem-solving skills with creative and customer-centric solutions
• Excellent time management and organizational skills
• Minimum 3+ years' of experience in customer retention role
• Bachelor's degree preferred, or equivalent combination of work experience
• Experience in payments, SaaS platforms, or education technology industries is preferred
• Experience with churn reduction strategies and retention best practices preferred
• Proficient in CRM platforms, Salesforce experience preferred
• Proven ability to meet and exceed retention targets and/or goals

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for you
• HSA option with employer contributions of $50/month
• Vacation time, holidays, sick days, volunteer & personal days
• Paid Parental Leave
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement up to $2,000/year and continued Professional Development
• Free access to our Employee Assistance Program with 24/7 live support
• Casual workplace environment
• Some meals provided
• Voluntary Pet Insurance
• Prime downtown location close to restaurants and entertainment
• Promote from within- excellent career paths

Salary

$70,000-$85,000/year DOE

Location

This position is based in our Denver, CO office. We are currently in a flexible hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Denver, CO office a few days a week.