Retention Specialist

Overview

Join to apply for the Retention Specialist - Remote role at Employment Hero .

Who we are
Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.

The EH Way
At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.

• We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
• We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
• We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
• We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
• We Live by Our Values - we role model our values 100% of the time
• We Expect High Performance - we set a high standard and we’re not satisfied with being average

This role
As a Retention Consultant, you’ll be working with our Customer Retention Team. You will be the specialist who intercepts cancellation requests (“saves”) and rescues at-risk customers. You’ll diagnose why a customer is leaving, present the right save offer, and close the loop so we retain revenue and learn from every case. You’ll also maintain impeccable case hygiene so we can spot systemic churn drivers and fix them.

Your key focus areas will be measured by:

• Save Rate
• Time to First Contact and Time to Outcome Reached
• Case Data Accuracy and Completeness
• Adherence to Playbook and approval policy
• Post-save sentiment
• Insight Quality (actionable recommendations / adopted by the business)

This will include the following:

• Own your cancel queue - Rapidly engage customers who request to cancel; uncover goals, pain points, and root causes; negotiate and secure retention outcomes.
• Apply standard save offers - Use our playbooked levers (e.g., discounts, credits, billing pauses, plan right-sizing, enablement packages) within policy; seek approvals for exceptions when needed.
• Be creative when needed - For complex accounts, craft targeted save proposals that balance customer value and commercial impact.
• Diagnose and resolve blockers - Coordinate with Support, Product, CS, Billing and Finance to resolve underlying issues impacting retention.
• Maintain case accuracy - Log every save attempt with complete, structured data (reason taxonomy, product/feature, root cause, competitor, offer used, outcome, revenue at risk/retained, follow-ups).
• Generate churn insights - Analyse patterns and provide weekly insights to the Retention & Engagement Lead; recommend fixes to processes, content, product, or pricing.
• Improve the playbook - Contribute scripts, objection-handling, offers, and “when to escalate” rules; A/B test approaches to lift save rate.
• Measure and report -Track performance and forecast saves impact; ensure reporting is accurate and timely.
• Champion empathy + clarity - Educate customers on product value and resources while advocating internally for improvements.

Who you are
To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact.
For this role, you’ll also bring:

• 3+ years in a retention/saves, customer success, account management, or support escalation role in SaaS.
• Discovery, negotiation, and objection-handling skills with a calm, empathetic style.
• Attention to detail with excellent case documentation discipline.
• Commercial acumen; comfort balancing customer value with unit economics.
• Data literacy (can segment reasons, build simple analyses, and tell a clear story).
• Proficiency with CRM/ticketing and billing platforms; comfortable collaborating cross-functionally (Zendesk, Salesforce)
• Curiosity, resilience, and a bias to action in fast-paced environments.

What we can offer
At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means:

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll also have access to a wide range of benefits that includes: a very generous parental leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here:

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

Candidates are kindly requested to submit their CV in PDF format for review.

Associate

Full-time

Human Resources

Technology, Information and Media

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.