Customer Retention Specialist Position Available In Passaic, New Jersey

Customer Retention Specialist Smartfruit Clifton, NJ 07014 Job Overview We are looking for a personable and proactive Account Retention Specialist to strengthen our client relationships and ensure long-term success for our business customers including coffee shops, restaurants, and foodservice distributors. In this role, you’ll be the main point of contact after a customer’s initial order, keeping communication open, offering support, and identifying opportunities to re-engage, upsell, or cross-sell. Your goal is to minimize churn, enhance satisfaction, and help each client fully realize the value of working with Smartfruit. About Smartfruit Smartfruit is a clean-label beverage company on a mission to redefine what real fruit beverages should be. Crafted from premium ingredients with no added sugar or preservatives, our products bring better-for-you refreshment to cafes, juice bars, and foodservice operators around the world. As we enter a steep growth phase, we’re building a team of passionate, purpose-driven individuals ready to help us scale responsibly and meaningfully.

Key Responsibilities Post-Order Follow-Up:

Contact new customers 3 weeks after delivery to ensure satisfaction, answer questions, and highlight relevant tools and resources to support their business.

Inactive Account Outreach:

Reconnect with customers who haven’t ordered recently, uncover reasons for inactivity, and reignite their interest with personalized solutions or incentives.

Quarterly Check-Ins:

Maintain ongoing relationships through scheduled check-ins with active clients, ensuring consistent support, feedback collection, and brand engagement.

Cross-Sell & Upsell:

Leverage customer insights to recommend complementary products or larger packs that suit the client’s business needs. Collaborate with the sales team to close opportunities.

Customer Relationship Management:

Become a trusted resource, always accessible to answer questions, resolve issues, and deliver exceptional service.

CRM & Reporting:

Log all outreach and client notes in Salesforce. Monitor and report on key retention metrics and provide feedback to internal teams.

Internal Collaboration:

Work closely with Sales, Marketing, and Product teams to align strategies and ensure a consistent, impactful customer journey.

Industry Insight:

Stay informed about product updates, seasonal trends, and customer preferences to confidently speak to our offerings and their benefits.

Team Participation:

Join team meetings, training sessions, and collaborative efforts to enhance our retention strategies and contribute to a positive work culture. What You Bring 2+ years in customer success, account management, or retention roles Excellent phone presence and persuasive communication skills Strong writing abilities for follow-up communication and documentation Experience with outbound calling and client outreach Ability to build trust and rapport with diverse customer profiles Proficiency in Salesforce or similar CRM tools Self-starter who thrives in a collaborative team environment Results-driven mindset with a focus on customer satisfaction and retention goals

Compensation & Benefits Base Salary:

$50,000 – $60,000/year

Additional Compensation:

Performance bonuses Annual bonus opportunities

Benefits Include:

401(k) matching Paid time off Flexible schedule Supportive team culture in a fast-growing company

Schedule:

Monday to Friday 8-hour shift (standard business hours) In office,

Clifton, NJ Job Type:

Full-time Pay:

$25.00 – $30.00 per hour Expected hours: 40 per week

Benefits:

401(k) 401(k) matching Flexible schedule Paid time off Work from home

Shift:

Morning shift

Work Location:

In person