SPECTRIO LLC - Retention Specialist

SPECTRIO LLC

As a leading provider of comprehensive digital signage solutions, Spectrio empowers clients to transform their business locations into modern, dynamic destinations for customers and employees.

Headquartered in Tampa, Florida, and serving more than 150,000 global client locations across industries including automotive, healthcare, and financial services, Spectrio consistently ranks among the fastest-growing and largest companies in the Tampa Bay area.

As part of the Tampa Bay Business Journal’s “Fast 50” and “Tampa Bay 200,” as well as being honored 11 times on the Inc. 5000. Spectrio’s digital signage software has received praise for its features and ease of use by reviewers on Capterra and G2, as well as winning multiple awards for creative content, technology, and innovation!

For more information, visit www.Spectrio.com.

This position is open to external candidates in Florida, North Carolina, or Texas and offers the flexibility of remote work. Internal candidates are also encouraged to apply.

Primary Objective: The Retention Specialist is responsible for proactively managing at-risk accounts, reducing churn, and driving customer loyalty. This role partners closely with Sales, Account Management, and Support to identify risks early, address customer concerns, and ensure long-term value realization.This role is critical in protecting revenue, improving customer experience, and ensuring long-term growth by turning at-risk customers into retained and potentially expanded accounts. Responsibilities include:

• Identify and engage at-risk customers to prevent churn and improve retention
• Act as the primary point of contact for retention-related escalations and renewal risks
• Analyze customer usage, engagement, and feedback to proactively address issues
• Develop and execute retention strategies, including save offers and contract adjustments
• Partner with Customer Success Managers (CSMs) and Account Managers (AMs) to align on account plans
• Document all customer interactions and retention efforts in CRM systems
• Provide insights on churn trends and recommend process or product improvements
• Support renewal conversations when risk is identified

Key Skills

• Customer empathy and relationship management
• Negotiation and objection handling
• Data-driven decision making
• Cross-functional collaboration
• Time management and prioritization

• 2–5+ years in customer success, account management, or retention-focused roles
• Strong communication, negotiation, and problem-solving skills
• Ability to handle difficult conversations and turn around challenging situations
• Experience working with CRM tools (e.g., Salesforce, Zendesk, etc.)
• Analytical mindset with the ability to interpret customer data and trends

Success Metrics (KPIs)

• Gross and Net Retention Rate
• Churn reduction
• Renewal rate on at-risk accounts
• Customer satisfaction (CSAT/NPS)
• Time to resolve escalations

This position is open to external candidates in Florida, North Carolina, or Texas and offers the flexibility of remote work. Internal candidates are also encouraged to apply.

Spectrio offers a wide range of benefits for our team members, including Medical, Dental, Vision, Paid Parental Leave, 401k, HSA, FSA, Dependent Care FSA, Short and Long Term Disability, Life Insurance, EAP, Paid Time Off, Paid Sick Time, Paid Holidays, and Education Reimbursement.

Spectrio is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, creed, marital status, pregnancy, disability, national origin, sexual orientation, gender identity, veteran status, or any other protected category.