B2B Retention Agent

About the role

The B2B Retention Agent is tasked with preserving and deepening relationships with existing business clients. By proactively reaching out, managing renewals, and addressing concerns, the role aims to lower churn and boost long‑term customer value.

Key responsibilities

• Manage a portfolio of B2B clients, ensuring satisfaction and retention.
• Identify at‑risk customers, engage them early, and resolve issues to prevent cancellations.
• Lead renewal discussions, handle contract extensions, and follow company policies.
• Collaborate with Sales, Account Management, and Support teams to meet client needs.
• Analyze account activity and feedback to spot retention risks and growth opportunities.
• Educate clients on products, services, and updates to maximize value.
• Maintain accurate records of all client interactions in the CRM system.
• Meet or exceed targets for retention, renewals, and customer satisfaction.

Required profile

• High School Diploma or equivalent.
• Minimum 1 year experience in B2B customer service, retention, account management, or sales.
• Strong verbal and written communication abilities.
• Proven skill in handling objections and de‑escalating concerns.
• Ability to manage multiple accounts and prioritize workload effectively.

Required skills

• Experience using CRM systems.