Retention Specialist
Las Vegas, NV
Full Time
Experienced
Title: Retention Specialist
Team: Customer Success
Location: Las Vegas, NV
Reports To: Director of Customer Success
About PracticeTek
Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go!
We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.
We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together.
At PracticeTek, you’ll get to:
- Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs.
- Team up with passionate, talented people who care deeply about patients, providers, and making a difference.
- See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone.
- Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.
Why You’ll Love It Here
As part of the TekTribe, you’ll enjoy:- Comprehensive health, dental, and vision coverage options
- Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
- Flexible paid time off, sick time, and 10 company-paid holidays
- 401(k) plan with company match to help you build your future
- Culture Committee driving initiatives that spark connection, fun, and belonging
- A workplace powered by innovation, collaboration, and energy every day
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.”
What You’ll Do
Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner: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
What You Bring
Your unique talents are what make you shine. For this role, success looks like:- 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)
- 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
Ready to Join?
If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better. Together.The Fine Print (That Really Matters)
At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between $25-$30/Hr. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.
PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law.
This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.
Apply for this position
Required*