B2B Retention Agents

Job Summary

The B2B Retention Agent is responsible for maintaining and strengthening relationships with existing business clients to reduce churn and increase long-term customer value. The role focuses on proactive outreach, renewal management, resolving client concerns, and identifying opportunities for account growth.

Responsibilities

• Manage a portfolio of B2B clients to ensure satisfaction and retention
• Proactively engage at-risk customers to resolve issues and prevent cancellations
• Conduct renewal discussions and handle contract extensions in line with company policies
• Collaborate with Sales, Account Management, and Support teams to address client needs
• Analyze account activity and customer feedback to identify retention risks and opportunities
• Educate clients on products, services, and updates to maximize value
• Maintain accurate records of client interactions in the CRM system
• Achieve or exceed retention, renewal, and customer satisfaction targets

Qualifications

• High School Diploma or equivalent required
• Minimum of 1 year experience in B2B customer service, retention, account management, or sales
• Strong verbal and written communication skills
• Proven ability to handle objections and de-escalate customer concerns
• Basic computer skills and experience using CRM systems or similar tools
• Ability to manage multiple accounts and prioritize workload effectively

Preferred Qualifications

• Experience in a call center or B2B service environment (SaaS, telecom, financial services, etc.)
• Experience with renewals, upselling, or cross-selling
• Customer retention or customer success experience