Last Updated on September 30, 2026 by Justin Bryant
Constant Contact is hiring a U.S.-based remote Retention Specialist to work with customers who are considering canceling or downgrading the company's email marketing platform. The official posting lists $52,000-$58,000 in annual on-target earnings, with additional earning potential after training based on individual performance.
This is not an entry-level or quiet back-office job. Applicants need at least two years in customer retention, inside sales, or account management, and the work centers on inbound cancellation calls, negotiation, revenue-retention goals, and performance metrics. The official application was active when checked on September 30, 2026. Greenhouse job ID: 8177264.
What Is Constant Contact?
Constant Contact provides email marketing, digital marketing, automation, social media, event, and ecommerce tools for small businesses and nonprofit organizations.
Retention Specialists work with customers at the point when they may leave or reduce their service. The job is part customer support, part account management, and part inside sales: understand why the customer wants to cancel, resolve underlying problems when possible, explain useful options, and make an appropriate offer without ignoring the customer's needs.
Pay and Benefits
Constant Contact says this role offers $52,000-$58,000 in annual on-target earnings, or OTE. OTE generally combines fixed pay with expected performance-based earnings, so applicants should not treat the top number as guaranteed salary.
The posting also contains a separate pay-transparency line of $17-$20 USD, but it does not display the unit or clearly explain how that figure relates to the annual OTE. Confirm the base hourly or salary rate, incentive formula, training pay, commission timing, and whether earnings are capped before accepting an offer.
The company lists paid leave and health and welfare benefits for full-time employees. It also mentions professional development and a competitive benefits package, but the posting does not provide plan costs, waiting periods, retirement details, equipment, or a home-office allowance.
Job Highlight: Retention Specialist
The specialist responds to customers who want to cancel or downgrade. The goal is to uncover the reason, review account history and product usage, discuss relevant features or marketing strategies, and help the customer make an informed decision.
This is a measured retention role. Constant Contact lists a target save rate of 40% or higher on qualified cancellation calls, an average talk-time goal of eight to twelve minutes, retained-invoice tracking, offer-policy compliance, and a seven-day stick-rate measure. Applicants should expect coaching and accountability around both customer outcomes and revenue retention.
Key Responsibilities
- Handle cancellation and downgrade requests through inbound phone calls, email, and Salesforce cases
- Listen for customer pain points and identify the real reason behind a cancellation request
- Explain relevant features, services, marketing strategies, and account changes
- Use approved retention offers according to business rules and customer circumstances
- Review account activity, campaign results, billing history, and usage patterns
- Work with Billing, Tier 1 Support, Customer Success, and Product Support to resolve underlying issues
- Record cancellation reasons and customer outcomes accurately
- Identify recurring problems and contribute to pilots or process improvements
- Meet save-rate, invoice-retained, talk-time, offer-compliance, and stick-rate expectations
Qualifications
Constant Contact requires:
- At least two years in customer retention, inside sales, or account management
- Strong verbal and written communication
- Experience handling sensitive or difficult customer conversations
- Negotiation and objection-handling ability
- Experience working toward save-rate, quota, or similar performance goals
- Analytical thinking for reviewing account history, billing patterns, and campaign results
- Ability to move among several systems while resolving customer issues
- Adaptability in a fast-paced environment
Experience in SaaS, technology, or another subscription business is preferred. Familiarity with Salesforce, Stripe, Five9, IEX, Verint, CRM practices, and customer-lifecycle concepts is also preferred rather than stated as mandatory.
The listing does not include a college degree among the required qualifications. That is not the same as promising that every applicant without a degree will qualify; the two-year experience requirement and demonstrated retention skills remain important.
Resume Keywords
Use these terms only when they accurately describe your experience:
- Customer retention
- Account management
- Inside sales
- Subscription services
- SaaS
- Cancellation prevention
- Objection handling
- Consultative support
- Inbound calls
- Save rate
- Revenue retention
- Account history
- Billing support
- Customer lifecycle
- Salesforce
- Stripe
- Five9
- Verint
- CRM
- Cross-functional collaboration
Strong resume bullets may quantify save rate, quota attainment, retained revenue, customer-satisfaction results, cancellation reduction, call volume, or improvements in retention processes.
Location and Schedule
The official listing says Remote, United States and describes the position as full time. The application collects a U.S. address and state, but the public page does not list excluded states, daily hours, time-zone requirements, weekend work, overtime, training schedule, travel, or internet and equipment standards.
Constant Contact also describes its broader workforce as hybrid and says employees may have access to offices for collaboration, training, and social events. The job page does not state that this Retention Specialist must report to an office. Applicants should confirm whether any training or team gathering is mandatory and whether the role can be performed from their specific state.
Closing Notes
This opening may fit someone with at least two years of retention, inside sales, subscription account management, or comparable customer-facing experience who is comfortable with phone calls, negotiation, performance targets, and difficult conversations.
The strongest advantages are national remote positioning, a recognizable small-business marketing platform, full-time employment, benefits language, and a clear annual OTE range. The biggest catches are the phone-heavy cancellation work, quota-style metrics, unclear base-versus-incentive split, and missing schedule and equipment details.
The official Greenhouse job ID is 8177264. Constant Contact says the application window is 30 days but may close earlier if a candidate is selected. The application was last verified active on September 30, 2026.
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