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.