Retention Specialist

Job Title: Retention Specialist 

Location: Remote – Latin America Preferred

Type of Contract: Full-Time | Remote

Salary Range: Market Rates

Language Requirements: Professional English proficiency required

Our client is seeking a skilled Retention Specialist with healthcare industry and SaaS/recurring-revenue experience to support their Healthicity product line and join their growing Client Services team. You will play a key role in managing client relationships, driving renewals, identifying retention risks, and demonstrating ongoing product value. Your work will directly impact customer retention, recurring revenue, and the long-term success of healthcare organizations using their compliance solutions.

Key Responsibilities

• Own retention and renewal activities for a portfolio of Healthicity clients, proactively managing accounts throughout the customer lifecycle.
• Build strong relationships with healthcare stakeholders and understand their operational needs, compliance priorities, and business challenges.
• Lead renewal and retention conversations by connecting product usage, client outcomes, and healthcare compliance needs to measurable value.
• Monitor account health and identify early indicators of disengagement, dissatisfaction, billing concerns, or renewal risk.
• Navigate healthcare-related client environments involving billing, claims, auditing, compliance workflows, EHR systems, or similar operational processes.
• Partner with Client Services, Customer Success, Product, Finance, and other internal teams to resolve escalations and improve the overall client experience.
• Identify expansion or cross-sell opportunities within existing accounts and coordinate with the appropriate commercial stakeholders.

Must-Have Qualifications

• 3+ years of experience in customer retention, renewals, customer success, account management, or a closely related client-facing role.
• Professional experience within healthcare billing, healthcare claims, healthcare auditing, healthcare compliance, revenue cycle management, or a similar healthcare environment.
• Experience working in a SaaS, subscription, recurring-revenue, or technology-enabled services organization.
• Demonstrated ability to manage renewal conversations, address customer concerns, and protect recurring revenue.
• Strong client-facing communication skills with the ability to explain value, navigate difficult conversations, and build credibility with stakeholders.
• Excellent organization and attention to detail, with the ability to manage a portfolio of accounts and multiple renewal timelines simultaneously.
• Experience using CRM or customer portfolio-management platforms; HubSpot experience is preferred.

Preferred Qualifications

• Experience supporting healthcare compliance software, healthcare technology, or healthcare SaaS products.
• Familiarity with healthcare claims systems, EHR platforms, billing workflows, audits, or regulatory/compliance processes.
• Experience managing complex or higher-value customer accounts.
• Previous exposure to executive-level stakeholders, including compliance, finance, legal, or operational leaders.
• Experience identifying account expansion, cross-sell, or upsell opportunities.
• Bachelor’s degree or equivalent professional experience.