About Us
Kenect is on a mission to revolutionize customer communication and engagement for businesses across North America. Founded with a deep understanding of the challenges businesses face in connecting with their customers, Kenect helps companies streamline communication, enhance customer satisfaction, and drive growth through its innovative messaging and reputation platform. Trusted by thousands of businesses, our passionate team is committed to building technology that fosters closer connections and helps businesses thrive in a digital-first world
About This Role
As a Retention Specialist, your role will be pivotal in our customer retention strategy, requiring proactive and strategic thinking. You'll follow Kenect's saves progression and the DERISC protocol adeptly, addressing customer cancellation requests with finesse. Your persuasive communication skills will be vital as you resell the value of Kenect to customers on the brink of cancellation, alleviating concerns and emphasizing benefits. Collaboration is key; you'll coordinate internally with Customer Success Managers (CSMs) to ensure a seamless customer experience. Setting achievable goals and securing commitment from customers
What You Will Be Doing
The Retention Specialist should be involved as long as necessary until the customer is “saved” (as outlined in this document) or the customer cancels. A Retention Specialist should not send a customer back to a CSM without a resolution.
If part of a solution to save a customer includes additional training, the CSM is responsible to host that training. The Retention specialist should coordinate the scheduling of that training and ensure that it happens as part of their “save”.
The Retention Specialist should bring the support team in to solve the issues. Retention Specialist should coordinate the troubleshooting and ensures it happens in a timely manner.
The Retention Specialist is responsible for negotiating new agreement terms, pricing, and products.
Skills & Qualifications
Listens actively, remains calm under pressure, and can redirect conversations to solutions.
Uses data, empathy, and value-based reasoning to win trust and change outcomes.
Can weigh cost-benefit trade-offs, understands contract terms, and proposes creative win-win outcomes.
Connects use cases to features effortlessly and rebuts misconceptions.
Balances firm policies with flexible thinking to save deals.
Can read dashboards, extract relevant insights, and use them in conversations.
Empathy without enablement – Can genuinely understand customer pain without always conceding.
Emotional resilience – Doesn't take rejection or escalations personally.
Accountability – Owns outcomes and flags process/system issues affecting churn.
Curiosity – Digs into “why” behind churn reasons rather than taking them at face value.
Collaboration – Works closely with CSMs, Support, and Billing for resolution.
Our Company Values We Hope You Showcase
Unwavering Customer Obsession
See it, Solve it, Get it Done
Build, Adapt, Win
What Kenect Offers!
Health, Dental, Vision, Life & Disability Insurance
Your birthday is a paid day off
Onsite gym
Breakroom full of snacks and drinks
Convenient location next to freeway entrance/exit
We believe in hiring self-motivated team members who can run alongside us without needing to be “managed” along the way. Yes, we have managers and 1:1s. Yes, we believe in giving open two-way feedback. We also believe in having team members that can run without the daily guidance that some companies prefer.
Legal Disclosure
Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds, and believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.