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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior CRM Retention Specialist - **Company:** Trader Interactive - **Location:** Virginia Beach, VA, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Backup Devices, Software as a Service, Issue Tracking Systems, Salesforce.Com, Workflow Management Systems, Hubspot - **Published:** July 26, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=92266a03367ddfdb ## About the Role * 2-4+ years of experience in a SaaS customer retention, customer success, or account management role with direct exposure to churn prevention - CRM or dealer technology experience preferred. * Demonstrated experience managing both proactive retention programmes and reactive churn recovery, with measurable results against GRR or equivalent revenue retention metrics. * Strong customer-facing communication skills - able to lead difficult conversations with dealership owners and GMs, de-escalate frustrated customers, and negotiate outcomes that protect revenue relationships. * Analytical mindset with hands-on experience working with CRM platforms, churn dashboards, and customer health scoring models. * Experience working cross-functionally with Product, Support, Sales, and Marketing teams to drive coordinated retention outcomes. * Genuine interest in learning dealership operations and CRM workflows in depth - this is a specialised role requiring product expertise, not a generalist retention position. * Proven ability to structure and document playbooks, root cause frameworks, and retention reporting. * Must be based in the United States or Canada with eligibility to work without sponsorship., * Experience in dealership verticals - automotive, powersports, RV, marine, heavy equipment, or commercial truck - and an understanding of how dealers use CRM tools day-to-day. * Direct experience with DP360 CRM, or strong familiarity with a comparable dealer-facing CRM platform (Salesforce, HubSpot, VinSolutions, or equivalent). * Background in competitive intelligence gathering or formal win/loss analysis programmes. * Experience working alongside a quota-carrying Sales team on renewal and save motions. * Exposure to customer health scoring model design and refinement. * Proficiency with DP360, Salesforce, HubSpot, or comparable CRM / CS platforms. ## Description As Senior CRM Retention Specialist, you'll be the revenue guardian for DP360 - protecting and growing the value of our CRM customer base through both proactive and reactive churn prevention. This means: * Monitoring customer health signals across the DP360 dealer base - usage patterns, feature adoption, NPS, support ticket volume, and renewal timelines - to flag at-risk accounts before churn intent is expressed. * Maintaining and refining a customer risk scoring model, and executing structured outreach cadences that re-engage dealers and reaffirm CRM ROI. * Partnering with Sales to co-own renewal conversations, and with Marketing on targeted re-engagement campaigns for disengaged segments. * Owning the save process for customers who've submitted cancellations or signaled strong intent to leave, leading structured recovery conversations to retain the account or negotiate resolution. * Building and maintaining a library of reactive retention playbooks - objection-handling scripts, concession frameworks, and win-back offer guidelines. * Conducting structured exit interviews with churned customers and feeding root cause data back into retention strategy. * Owning churn reporting for DP360 - producing regular analysis of churn volume, revenue impact, cohort trends, and risk concentration by segment. * Building and maintaining a structured view of the CRM competitive landscape, monitoring competitor pricing, features, and switching incentives. * Acting as the primary CRM retention voice across DP360, feeding structured churn intelligence into Product planning and quarterly business reviews. ## Related Videos - [The retention flywheel: designing products people don’t want to leave](https://www.wearedevelopers.com/videos/1423-the-retention-flywheel-designing-products-people-don-t-want-to-leave) - [Hate organising your photos? 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