Retention Specialist

BizIQ is seeking a seasoned digital marketing professional to join our Customer Success team as a Retention Specialist. You’ll use your expertise in SEO and local digital marketing to help retain clients, address cancellation and refund requests, and win back former clients. The ideal candidate combines digital marketing expertise with strong communication skills and a genuine passion for helping small businesses grow. 

ABOUT THE COMPANY

At BizIQ, our mission is to accelerate business growth through innovative and affordable digital marketing solutions. We are a trusted Google Featured Partner, with a success record of helping over 36,000 small businesses enhance their online presence. Nationally recognized for our award-winning culture and listed on the Inc 5000 as one of the fastest-growing companies, we also hold an A+ BBB rating for ethical business conduct. With a vision to impact 150,000 businesses, our organization is built on a foundation of commitment to our core values: Growth Mindset, Results Oriented, Innovative, Inspirational, Accountable and Transparency.

OBJECTIVES

• Handle cancellation, refund, and escalation requests with empathy and professionalism, identifying root causes and using SEO and campaign data to demonstrate value and retain clients.
• Conduct proactive outbound win-back efforts with recently cancelled clients, rebuilding trust and addressing concerns through consultative communication.
• Develop and execute retention strategies that reduce churn and increase client loyalty.
• Use SEO, campaign analytics, and local search reporting to educate clients on performance and demonstrate BizIQ's value.
• Maintain accurate CRM records and organized follow-up queues for at-risk and cancelled clients.
• Build trusted client relationships by proactively understanding business needs and addressing concerns before escalation.
• Collaborate with Account Management, Sales, and Product teams to resolve issues and improve the client experience.
• Analyze retention and cancellation trends and provide insights to leadership to improve retention strategies, services, and communications.
• Stay current on SEO, Google updates, local search, and digital marketing trends.
• Present BizIQ's services and value confidently using presentation tools and video.

COMPETENCIES

• Digital Marketing & SEO Expertise: Strong knowledge of SEO, local search, Google Business Profile, and campaign performance, with the ability to explain results to non-technical clients.
• Small Business Acumen: Understands the priorities, budgets, and decision-making processes of small business owners.
• Empathy & Consultative Communication: Uses active listening and empathy to navigate difficult conversations and develop effective solutions.
• Retention & Win-Back Skills: Identifies causes of churn and applies structured retention and win-back strategies.
• Data-Driven Decision Making: Uses retention metrics and cancellation trends to identify opportunities and improve outcomes.
• Negotiation & Conflict Resolution: Handles challenging, high-emotion client conversations professionally and effectively.
• CRM & Organization: Maintains accurate records, manages follow-ups, and documents client interactions and outcomes.
• Collaboration & Ownership: Works effectively across teams, takes accountability for results, and proactively identifies opportunities to improve retention.

EDUCATION AND EXPERIENCE

• 5+ years of experience in digital marketing or SEO, including local search, Google Business Profile, and explaining campaign performance to clients.
• 5+ years of experience in retention, customer success, account management, or a related client-facing role with demonstrated retention results.
• Experience working directly with small business owners and understanding their needs, budgets, and retention drivers.
• Experience handling cancellations, escalations, and win-back opportunities in high-emotion situations.
• Experience using CRM platforms to manage contacts, follow-ups, and retention outcomes.
• Digital marketing agency or SaaS experience serving SMB clients strongly preferred.
• Big Plus: Bachelor's degree in Business Administration, Marketing, Communications, or related field
• Plus: Google certifications (Analytics, Ads, or Google Business Profile)

COMPANY BENEFITS AND PERKS

• Health Benefits: Four Medical plans (with Company HSA Contribution), MetLife Dental plans, Vision plan, Life Insurance, Disability Insurance and more
• Paid Time Off: 15 days of PTO accrued annually, 6 paid holidays, plus 4 floating holidays
• Retirement Savings: 401K
• Parental leave: Inclusive and supportive parental leave policy
• Peer-to-peer Recognition: We call it BizBucks - a rewards program where you can receive weekly prizes Including Amazon gift cards or other prices.
• Award Winning Culture: A fun, energetic workplace, with a supportive atmosphere, no traveling required

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer
• Prolonged periods attending or presenting on video calls with camera on
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties

COMMITMENT TO DIVERSITY
As an equal opportunity employer committed to a diverse and inclusive workplace, BizIQ values a staff reflective of our community. We hire talent at all levels, regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability. We actively foster inclusion within our company and in all interactions with clients, candidates, and partners.