To support client retention efforts, the full-time Retention Specialist will manage cancellation and refund requests, conduct win-back initiatives for former clients, and develop strategies to enhance client loyalty in a fully remote environment. Key responsibilities Handle cancellation, refund, and escalation requests while identifying root causes to retain clients Conduct proactive outreach to recently cancelled clients to rebuild trust and address concerns Develop and execute retention strategies that reduce churn and increase client loyalty Required qualifications 5+ years of experience in digital marketing or SEO, including local search and client communication 5+ years of experience in retention, customer success, or account management with proven results Experience working directly with small business owners and understanding their needs Experience handling cancellations and win-back opportunities in high-emotion situations Familiarity with CRM platforms for managing client interactions and follow-ups