Customer Solutions and Retention Specialist (Remote)

We help Financial Professionals build and grow their business in a variety of different ways.  With over 40,000 clients benefiting from our innovative solutions, we are dedicated to transforming their marketing efforts into growth engines. FMG is the leading all-in-one digital marketing platform empowering financial advisors, insurance agents, and enterprises with scalable and compliant marketing solutions designed to drive organic growth. 

Consistently ranked #1 in market share and customer satisfaction in the T3 Software Survey Report, FMG helps clients stay ahead of evolving trends and effectively implement marketing best practices. Through an intuitive, centralized platform, FMG enables users to efficiently manage websites, email, texting, social media, events, blogs, videos, and more—all in one place.

At FMG, we have crafted an extraordinary work environment that perfectly balances hard work with an incredible team spirit. Since our inception over a decade ago, we've grown into a thriving community of 450+ dedicated employees spread across the globe. Our fast-paced, results-driven culture is matched by our commitment to maintaining a healthy work/life balance, ensuring that our team members feel fulfilled both personally and professionally.

Collaboration and open, thoughtful communication are at the heart of what we do. Our mission is to invest in motivated, successful individuals, supporting them as they excel both inside and outside of the workplace.

We're building a winning team of A+ players, and we invite you to be a part of this amazing journey. At FMG, you'll find an environment that champions growth, celebrates achievements, and fosters a sense of belonging. Join us, and let's create something extraordinary together!

At FMG, we’re serious about being an awesome place to work! We’ve earned the USA Top Workplace award three years running (2023, 2024, and 2025), and we’re always looking for ways to keep things great—like regularly checking in on our benefits and pay to make sure you’re getting a truly competitive package.

• Enjoy a generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown.
• Our comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave.
• Our robust insurance plan includes:
  • Medical with $0 co-pay Telehealth plan 
  • Dental
  • Vision
  • Health Savings Account (HSA) with generous employer contributions
  • Flexible Spending Accounts (FSA)
  • Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
  • Company-paid Short & Long Term Disability coverage
  • Company-paid Employee Assistance Program (EAP)
• Matching 401(k) with immediate full vesting
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• We’ll provide you with the work computer equipment you need to set you up for success!
• Our Employee Events Committee and managers are always planning a mix of fun in-person and virtual events to keep us all connected—plus we also love to throw in some FMG swag, so you can show off your company spirit in style!

As a Customer Solutions & Retention Specialist, you will work directly with customers who are considering canceling or downgrading, as well as those who show early signs of disengagement. You will quickly understand each customer’s goals, how they are using FMG’s internal products today, and where there are gaps or underused features, then offer dynamic solutions—such as training, configuration changes, or right‑sized packages—to keep them successful and retained. You will operate confidently in ambiguity, adapt to different customer situations, and provide an excellent experience in every interaction across phone, email, and chat.

• Handle incoming tickets from customers regarding cancellations, downgrades, and complex support questions, with a focus on retention.
• Ask probing, consultative questions to understand customers’ businesses, marketing goals, and technology stack, and connect those needs to FMG features and best practices.
• Present tailored solution options (training, configuration changes, content or feature recommendations, and subscription adjustments) that address the customer’s concerns and clearly show the value of staying with FMG.
• Manage subscription changes end‑to‑end, including upgrades, downgrades, and account changes, ensuring accurate processing, clear communication, and timely implementation.
• Identify appropriate upsell or cross‑sell opportunities when additional features, modules, or higher‑tier plans are genuinely aligned with customer outcomes.
• Provide accurate, timely answers to questions about FMG products, websites, and marketing tools, occasionally handling escalated or complex issues with patience and professionalism.
• Document detailed notes on customer concerns, cancellation reasons, solutions offered, and agreed‑upon actions in HubSpot and other FMG tools to support continuity and reporting.
• Develop strong partnerships with internal departments and stakeholders
• Share recurring customer feedback and trends with management and cross‑functional teams to help improve FMG’s products, messaging, and retention strategies.
• Access to a private & secure workspace, free from distractions
• Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
• An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)

• Demonstrated ability to meet or exceed targets related to retention, “saves,” customer satisfaction, documentation quality, and productivity.
• Proven ability to provide great customer experiences, especially in challenging or emotionally charged conversations.
• Ability to quickly learn and understand FMG’s internal products and translate that knowledge into practical recommendations for customers.
• 2-3 years experience in sales, retention, or customer success/support where objection handling and closing or “saving” customers was part of the role.
• 1-2 years SaaS experience preferred.
• Proactively identify at‑risk customers using cues such as usage, support history, and feedback, and reach out with offers, education, or guidance to prevent churn before a formal cancel request.
• Comfortable operating in ambiguity, adjusting approach as processes, offers, and customer situations evolve.
• Adaptable to different customer personalities and situations; able to adjust communication style and solution options accordingly.
• Strong written and verbal communication skills, with the ability to explain technical or marketing concepts in clear, simple language.
• Ability to work both independently and in a team environment in a remote, fast‑paced setting, using tools like HubSpot and Google Workspace.

At FMG, we believe in the wholehearted acceptance of each other regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to inclusion in our employees, services, and products, as well as in the communities in which we live and work. 

We are proud to be an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information.  If you require accommodation to complete the application or interview process, please contact [email protected].

You can find out more about what it’s like to work at FMG, by visiting https://fmgsuite.com/about-us/