Who we are

Our mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful omni-channel platform. 

We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems.  By continuing to hire talented, driven and humble teammates, we have the opportunity to see Capacity become a premier brand enterprise SaaS platform.

Capacity has raised over $100 million dollars from over 150 investors, giving us the opportunity to make ambitious investments in our team and big bets on our future.  Our total addressable market is enormous. Any company that wants to grow revenue, reduce costs, and improve customer and employee satisfaction is an opportunity for Capacity to shine.

Why this job is exciting

The role:

We are seeking a highly experienced and motivated Retention Specialist to join our company. Retention Specialists are responsible for protecting and growing revenue in existing customer accounts by maintaining account health and driving successful renewals. You will join the Account Management team, leading retention activities for high-risk accounts to prevent churn and ensure customers continue to realize measurable value from Capacity.

Measures of success include renewal rate/GRR, churn reduction, net revenue retention (NRR) support, customer health improvements, NPS improvements, and contribution to overall customer outcomes.

Responsibilities:

• Meet and exceed renewal and upsell targets as measured by Annual Recurring Revenue (ARR)
• Own the end-to-end renewal motion for assigned accounts: strategy, timeline, stakeholder alignment, forecasting, and close
• Work closely with Customer Success to develop and execute save plans for at-risk accounts by identifying churn drivers, aligning on customer success criteria, coordinating internal resources (Product, and Leadership), and driving a time-bound action plan with clear milestones—resulting in improved health, adoption, and on-time renewal
• Multi-thread executive relationships across customer leadership and operational teams, including facilitating QBRs/EBRs to reinforce outcomes and expansion opportunities
• Give effective overview of Capacity’s value prop and product capabilities in context of customers evolving business needs.
• Maintain working knowledge of Capacity’s solution portfolio and how offerings map to customer outcomes
• Lead discovery conversations to determine customers' challenges and coordinate product demonstrations to align our solution with customer needs
• Lead complex commercial negotiations including pricing/packaging, multi-year terms, payment structure, scope, and renewal timing; navigate procurement and legal redlines while balancing customer needs and company requirements
• Track contacts, opportunities, and key activities in Company’s CRM (Salesforce)
• Work with management, legal and finance to generate, present, negotiate and execute Service Orders
• Coordinate with legal and security ops teams to complete annual due diligence and security questionnaires
• Effectively handle customer objections and escalations

Requirements:

• Demonstrated ability to build and maintain strong client relationships, including executive-level stakeholder management
• Proven experience leading complex negotiations (pricing, packaging, multi-year agreements, procurement cycles, legal redlines, and security/compliance requirements), with a track record of closing outcomes that protect retention and customer value
• Excellent communication and presentations skills with top-notch customer service approach
• Ability to remain calm in a fast-paced work environment and to demonstrate thoughtful leadership in assessing problems/opportunities and recommending an approach to solving problems and pursuing opportunities
• Ability to work successfully in a team environment 
• Ability to use common sales platforms including Salesforce CRM and Outreach
• A proactive mindset and strong desire to succeed in whatever you do
• A personality big on empathy and low on ego
• Bachelor’s Degree or equivalent work experience
• Proven track record of consistently exceeding objectives
• Passion for working in a startup environment, not a 9-5 job
• Bonus: Experience working with Financial Services customers (e.g., mortgage lenders, credit unions, and banks), with familiarity in underwriting guidelines and borrower/loan servicing support

You are motivated by:

• Hustle: You inspire others to work as hard as you. You will find a way, no matter how hard the task is.
• Ownership: You have an owner/builder mentality. You care about what you deliver and own your mistakes.
• Proactivity: You don’t wait for someone to tell you what to do or what problems to solve. You are always looking for ways to learn and improve.
• Excellence: You set a high bar and surpass expectations.  You hit your goals and ask for more.
• Humility: You are not above any task in the organization and are willing to drop what you’re doing to help a teammate. 

What you can expect from us

The team:

Capacity team members enjoy the opportunity and benefits of working at an artificial intelligence startup, but with leaders who’ve worked at places like Apple, Ebay, Visa, Answers.com, Oracle, Boeing, and many more world-class companies. The culture at Capacity encourages innovation, independent problem solving, and collaboration as we continue to mature our product in the ever-changing world of AI.

We provide:

• Employer-paid health insurance (for you and your eligible dependents)
• Profit Interest Units/incentive compensation
• Unlimited vacation policy
• 401(k) with a company match
• Short term disability insurance
• Group life AD&D insurance
• A supportive, diverse workplace where we prioritize respect for each other and our clients
• A fun and collaborative team culture

Still unsure?

At Capacity we value more than just hard skills.  Our goal is to build a holistic and diverse team.  If you aren’t sure if you qualify, just apply!  We will carefully consider your application and are always grateful for any time and effort invested in Capacity.  

But wait, there’s more!

At Capacity we believe in more than just building amazing products and helping our customers.  Although we are a remote workforce, we remember the neighborhood where we started. We still strive to elevate our community by furthering access to education and careers in the tech space. Our affiliated nonprofit, Create A Loop, brings rigorous computer science courses to underserved communities with little to no access to formal computer science education.  There are many opportunities for our Capacity team members to serve and educate our Create A Loop students throughout the year.