Retention Specialist

About PracticeTek

At PracticeTek, we believe healthcare should be easy for providers, accessible for patients, and simple for everyone involved.

We are a collection of innovative healthcare technology brands working together to create better patient experiences and help practices grow. Our software solutions empower providers to deliver exceptional care while streamlining the business side of their practices.

We are seeking an Experienced Retention Specialist to focus on saving customers who request to cancel. This is a fast-paced, results-driven role that blends strong negotiation skills with exceptional problem-solving. You will be the final line of defense in retaining customers, while also working with our Customer Success Managers to reduce the volume of reactive cancellations over time.
 

Position Summary

The Retention Specialist will handle all inbound cancellation requests, using structured save strategies to resolve concerns, negotiate terms, and retain customers. In addition to managing these high-priority save opportunities, you will collaborate with our CSM team to address common churn drivers and support proactive outreach initiatives.

This is not a traditional account management role — it’s a specialized, high-impact position for someone who thrives in challenging conversations, can think quickly on their feet, and knows how to turn “I want to cancel” into “I’m glad I stayed.”
 

Key Responsibilities

Reactive Retention

• Respond immediately to inbound cancellation requests via phone, email, or case system

• Use structured objection-handling and negotiation techniques to save accounts

• Identify the root cause of the cancellation and present tailored solutions to address it

• Offer and manage approved save deals, balancing customer needs with company policy

• Document all interactions and outcomes in Salesforce

Proactive Support for CSMs

• Share churn trends and insights with CSMs to inform proactive outreach strategies

• Assist with targeted “early risk” outreach campaigns when cancellation indicators appear

• Partner with CSMs to address customer concerns before they escalate to cancellation

Escalation Handling

• Act as the final stop for at-risk customers before contract termination

• Collaborate with Product, Support, and Billing to resolve issues quickly and effectively

• Escalate patterns or recurring concerns to leadership for resolution

Data & Reporting

• Track save rates, churn reasons, and post-save satisfaction metrics

• Provide feedback to refine save scripts, offers, and processes

• Contribute to weekly and monthly retention performance reports

Qualifications

Required

• 3+ years in a retention, save team, or high-stakes customer service role (SaaS preferred)

• Proven track record in saving at-risk customers and exceeding retention targets

• Strong negotiation, persuasion, and objection-handling skills

• Ability to remain calm and professional under pressure

• Experience working in a metrics-driven environment

• CRM experience (Salesforce strongly preferred)

Preferred

• SaaS or healthcare technology experience, experience in a Chiropractic practice and/or with the ChiroTouch software a plus

• Familiarity with customer health scoring and early-risk indicators

• Knowledge of subscription contract terms and renewal processes
   

Competencies for Success

• Closer’s Mentality: Takes ownership of each save attempt and drives for results

• Customer Advocate: Balances the customer’s needs with business goals

• Persuasive & Confident: Skilled in influencing decisions and gaining buy-in

• Resilient: Thrives in challenging, high-pressure conversations

• Collaborative: Works seamlessly with CSMs and other departments to reduce churn

• Analytical: Uses churn data to inform both reactive and proactive actions

If you thrive on turning “no” into “yes” and want to make a direct impact on customer loyalty, we’d love to hear from you.