Customer Care Specialist

About the Role

The Retention & Contract Specialist plays a critical role in protecting both the customer experience and company revenue during moments of churn risk. This role is responsible for managing customer churn, retention, and contract-related cases end-to-end within HubSpot, ensuring accurate forecasting, clean documentation, and consistent execution of established workflows.

This position sits within the Customer Care and is adjacent to Customer Support and Customer Success. Success is measured by process excellence, sound judgment, customer empathy, and operational accuracy.

What You’ll Do

Own customer retention and off-boarding cases from creation through closure in HubSpot

Conduct structured discovery conversations to understand customer intent and risk

Clearly communicate contract obligations and off-boarding details to customers

Determine and execute the appropriate resolution paths

Build and document success plans for retention cases with clear next steps and timelines

Ensure off-boarding cases are closed accurately and on time, with complete billing and contract documentation

Maintain high-quality CRM hygiene to support accurate churn reporting and forecasting

Collaborate cross-functionally with Customer Success, Support, Finance, Operations, and Product as needed

Escalate risks, blockers, or exceptions appropriately and in alignment with policy

What Success Looks Like

Customers experience clear, empathetic, and professional communication during high-risk moments

Move cases efficiently through defined stages without stagnation

Forecasting, billing, and contract data are accurate and reliable for downstream teams

Managers and partners can trust case documentation without rework

What You'll Bring

2+ years experience in Customer Support, Retention, Customer Success Operations, or a related function

Strong written and verbal communication skills

Experience working in a CRM or ticketing system (HubSpot preferred)

Ability to interpret and explain contract or billing terms to customers

High attention to detail and comfort managing multiple active cases

Ability to remain calm, empathetic, and professional in sensitive customer situations

Compensation

Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range listed below is the total target cash compensation (TTCC) and includes base compensation and variable compensation in the form of commissions. Variable compensation type is determined by your role and level. Other benefits may include stock options, an unlimited paid time off policy, and up to 100% coverage on medical, vision and dental insurance.

NexHealth Compensation Range

$90,000—$120,000 USD