Retention Specialist

We’re a Colorado based company in the Property Technology industry, and we’re growing by double digits as an industry leader. At TouchSource, we do things differently. TouchSource delivers simple solutions for smart spaces that engage people. We believe in excellence and execution. We create partnerships and collaborate transparently to deliver a different kind of experience for our customers. We believe in simplicity. We’re a good partner to our customers. And we bring innovation to everything we do. Just ask the 10,000 customer we’ve proudly served the TouchSource way.

The Retention Specialist is a temporary but critical role focused on increasing our subscription renewal rate by proactively identifying and re-engaging at-risk or silent subscribers. This individual will investigate churn reasons, communicate directly with customers, and deliver persuasive offers to encourage retention. Success in this role may lead to continued engagement beyond the initial term.

Essential Functions:

• Identify inactive, silent, or at-risk subscribers from CRM and billing systems.
• Contact subscribers via email, phone, and other appropriate channels. Research to find clients using internal and external sources.
• Understand and document renewal hesitations or reasons for cancellation. Capture customer feedback, objections, and outcomes to inform retention strategies.
• Develop and deliver compelling offers or personalized retention packages aligned with business goals.
• Target is to contact 100% of customers who would otherwise have cancelled and retain at least 50%.
• Collaborate with the Customer Success, Sales, and Support teams to align messaging and escalation paths.
• Track and report on outreach activities, engagement rates, and retention wins.
• Contribute to playbooks or templates for future retention initiatives.

Qualifications:

• Background in customer service, inside sales, or customer retention—preferably in a SaaS or subscription-based business.
• Strong written and verbal communication skills.
• Experience using CRM systems (e.g., Salesforce) and subscription platforms (e.g., Maxio, or similar).
• Knowledge of TouchSource’s product offerings is preferred or must be quickly learned.

Terms & Conditions:

• Initial contract term: 3–4 months, with potential for extension based on performance and business need.
• 40 hrs/wk during regular business hours. Must provide verification of hours worked.
• Reports to: Renewals Manager and COO.
• Fully remote, work from home. Must provide own working environment that is suitable for phone and video calling.
• Compensation: Hourly rate $25-40/hour with potential bonuses for high performance.

What We Offer

• Competitive salary and bonuses based on achievable goals.
• Full benefits (Health, Vision, Dental).
• Competitive PTO.
• Growth opportunities that accompany a high growth organization.
• Training in top shelf business, software and B2B practices from Fortune 500 executives.
• Fun and supportive work environment.
• Top-rated company culture.

Job Types: Contract, Temporary

Pay: $25.00 – $40.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• 8 hour shift

Work Location: Hybrid remote in Lafayette, CO 80026