Retention Specialist

Our mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful omni-channel platform.

We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems. By continuing to hire talented, driven and humble teammates, we have the opportunity to see Capacity become a premier brand enterprise SaaS platform.

Capacity has raised over $100 million dollars from over 150 investors, giving us the opportunity to make ambitious investments in our team and big bets on our future. Our total addressable market is enormous. Any company that wants to grow revenue, reduce costs, and improve customer and employee satisfaction is an opportunity for Capacity to shine.

We are seeking a highly experienced and motivated Retention Specialist to join our company. Retention Specialists are responsible for protecting and growing revenue in existing customer accounts by maintaining account health and driving successful renewals. You will join the Account Management team, leading retention activities for high-risk accounts to prevent churn and ensure customers continue to realize measurable value from Capacity.

Measures of success include renewal rate/GRR, churn reduction, net revenue retention (NRR) support, customer health improvements, NPS improvements, and contribution to overall customer outcomes.

• Meet and exceed renewal and upsell targets as measured by Annual Recurring Revenue (
  ARR
  )
• Own the end-to-end renewal motion for assigned accounts: strategy, timeline, stakeholder alignment, forecasting, and close
• Work closely with Customer Success to develop and execute save plans for at-risk accounts by identifying churn drivers, aligning on customer success criteria, coordinating internal resources (Product, and Leadership), and driving a time-bound action plan with clear milestones—resulting in improved health, adoption, and on-time renewal
• Multi-thread executive relationships across customer leadership and operational teams, including facilitating QBRs/EBRs to reinforce outcomes and expansion opportunities
• Give effective overview of Capacity’s value prop and product capabilities in context of customers evolving business needs.
• Maintain working knowledge of Capacity’s solution portfolio and how offerings map to customer outcomes
• Lead discovery conversations to determine customers' challenges and coordinate product demonstrations to align our solution with customer needs
• Lead complex commercial negotiations including pricing/packaging, multi-year terms, payment structure, scope, and renewal timing; navigate procurement and legal redlines while balancing customer needs and company requirements
• Track contacts, opportunities, and key activities in Company’s CRM (Salesforce)
• Work with management, legal and finance to generate, present, negotiate and execute Service Orders
• Coordinate with legal and security ops teams to complete annual due diligence and security questionnaires
• Effectively handle customer objections and escalations

• Demonstrated ability to build and maintain strong client relationships, including executive-level stakeholder management
• Proven experience leading complex negotiations (pricing, packaging, multi-year agreements, procurement cycles, legal redlines, and security/compliance requirements), with a track record of closing outcomes that protect retention and customer value
• Excellent communication and presentations skills with top-notch customer service approach
• Ability to remain calm in a fast-paced work environment and to demonstrate thoughtful leadership in assessing problems/opportunities and recommending an approach to solving problems and pursuing opportunities
• Ability to work successfully in a team environment
• Ability to use common sales platforms including Salesforce CRM and Outreach
• A proactive mindset and strong desire to succeed in whatever you do
• A personality big on empathy and low on ego
• Bachelor’s…