BizIQ is looking for a seasoned digital marketing professional to join our Customer Success team as a Retention Specialist. This is not a traditional customer service role — it requires deep expertise in SEO, local digital marketing, and the unique challenges small business owners face, so you can credibly consult with clients, address their concerns, and reconnect them to the real value BizIQ delivers. You will be a primary point of contact for clients considering cancellation or requesting a refund, and you will proactively reach out to clients who have already left to win them back. The right person combines the analytical confidence of a digital marketing expert with the empathy and communication skills of a trusted advisor. If you genuinely believe in the power of digital marketing to grow small businesses — and you know how to prove it — this role is built for you.

ABOUT THE COMPANY

At BizIQ, our mission is to accelerate business growth through innovative and affordable digital marketing solutions. We are a trusted Google Featured Partner, with a success record of helping over 36,000 small businesses enhance their online presence. Nationally recognized for our award-winning culture and listed on the Inc 5000 as one of the fastest-growing companies, we also hold an A+ BBB rating for ethical business conduct. With a vision to impact 150,000 businesses, our organization is built on a foundation of commitment to our core values: Growth Mindset, Results Oriented, Innovative, Inspirational, Accountable and Transparency.

OBJECTIVES

• Handle inbound cancellation and refund requests with professionalism and empathy — diagnosing the root cause of client dissatisfaction, leveraging SEO and campaign performance data to demonstrate value, and implementing effective retention tactics to resolve concerns and preserve the relationship.
• Conduct structured, proactive outbound outreach to clients who have recently cancelled — re-establishing trust, addressing unresolved concerns, and converting win-back opportunities using consultative communication and digital marketing expertise.
• Create and execute tactical retention strategies and initiatives aimed at minimizing client churn, increasing retention rates, and building long-term client loyalty across the BizIQ customer base.
• Leverage SEO performance data, campaign analytics, and local search reporting to educate at-risk clients on the measurable progress and value BizIQ's services are delivering — turning uncertainty into confidence.
• Maintain a well-organized and current queue of at-risk, cancelled, and follow-up contacts within BizIQ's CRM, ensuring no opportunity is missed and all interactions are accurately and thoroughly documented.
• Build and maintain strong client relationships by serving as a trusted advisor — proactively engaging clients to understand their evolving business needs, challenges, and goals before escalation is required.
• Lead prompt resolution of escalated client issues by collaborating cross-functionally with Account Management, Sales, and Product teams to ensure clients receive coordinated, satisfactory support.
• Monitor retention metrics, analyze cancellation trends, identify recurring objections, and deliver structured insights to CS leadership to inform product, service, and communication improvements.
• Stay current on SEO best practices, Google algorithm updates, local search developments, and digital marketing trends — ensuring every client consultation is grounded in accurate, up-to-date expertise.
• Effectively present BizIQ's value and services to clients using tools such as PowerPoint or Google Slides, maintaining a professional and confident presence on camera during all video interactions.

COMPETENCIES

• Demonstrates advanced knowledge of SEO, local digital marketing, Google Business Profile, and campaign performance analysis — able to consult credibly with small business owners on what their data means and why it matters.
• Deeply understands the mindset, pressures, and priorities of small business owners — able to quickly establish trust, speak their language, and frame digital marketing value in terms that resonate with their day-to-day reality.
• Approaches every difficult conversation with genuine empathy, active listening, and a commitment to finding a resolution that serves both the client and the business — even when emotions are elevated.
• Identifies the real reason behind a cancellation or refund request — not just the stated reason — and addresses root-cause concerns with data, context, and a credible path forward.
• Executes disciplined, structured outbound win-back outreach — maintains follow-up cadences, tracks outcomes, and continuously refines approach based on what converts.
• Analyzes retention metrics, cancellation patterns, and win-back conversion data to identify trends, adjust strategy, and surface insights that improve outcomes at both the individual and program level.
• Navigates high-stakes, high-emotion client conversations with professionalism and composure — maintaining BizIQ's brand integrity while advocating effectively for solutions.
• Maintains a current, accurate, and well-organized CRM at all times — no dropped contacts, no missed follow-ups, complete documentation of every interaction and outcome.
• Collaborates fluidly with Account Management, Sales, and Product teams to ensure client issues are resolved through the right channels and that cross-functional feedback loops improve the overall client experience.
• Operates independently with a high degree of ownership over outcomes — not reactive or task-driven, but proactively identifying at-risk clients, improving processes, and raising the bar for the team.

EDUCATION AND EXPERIENCE

• 5+ years of experience in digital marketing or SEO — with demonstrated expertise in local search, Google Business Profile, and the ability to read, interpret, and explain campaign performance data to non-technical clients.
• 5+ years of experience in retention management, customer success, account management, or a closely related client-facing role — with a proven track record of meeting or exceeding retention targets.
• Direct experience working with small business owners — understanding their decision-making processes, budget sensitivities, and what motivates them to stay with or leave a service provider.
• Demonstrated experience handling cancellation, escalation, and win-back scenarios — including high-emotion client interactions that require both expertise and composure.
• Experience using CRM platforms to manage contact queues, log interactions, and track retention and win-back outcomes accurately.
• Background in a digital marketing agency or SaaS company serving SMB clients is strongly preferred.
• Bachelor's degree in Business Administration, Marketing, Communications, or a related field. Advanced certifications or equivalent professional experience may be considered in lieu of a degree.
• Google certifications (e.g., Google Analytics, Google Ads, Google Business Profile) are a strong plus.

COMPANY BENEFITS AND PERKS

• Health Benefits: Four Medical plans (with Company HSA Contribution), MetLife Dental plans, Vision plan, Life Insurance, Disability Insurance and more
• Paid Time Off: 15 days of PTO accrued annually, 6 paid holidays, plus 4 floating holidays
• Retirement Savings: 401K 
• Parental leave: Inclusive and supportive parental leave policy
• Peer-to-peer Recognition: We call it BizBucks - a rewards program where you can receive weekly prizes Including Amazon gift cards or other prices. 
• Award Winning Culture: A fun, energetic workplace, with a supportive atmosphere, no traveling required

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer
• Prolonged periods attending or presenting on video calls with camera on
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements

COMMITMENT TO DIVERSITY
As an equal opportunity employer committed to a diverse and inclusive workplace, BizIQ values a staff reflective of our community. We hire talent at all levels, regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability. We actively foster inclusion within our company and in all interactions with clients, candidates, and partners.