Retention Specialist

ABOUT THE JOB

The Retention Specialist is customer-focused to support Dobson Fiber's customer retention efforts across the full customer lifecycle. This role will be responsible for protecting and growing recurring revenue by proactively engaging at-risk customers, resolving issues that drive churn, and executing structured save/retention campaigns. This role blends relationship management, consultative problem solving, and data-driven analysis to increase renewal rates and customer lifetime value. Working closely with Sales, Account Management, and Operations, the Retention Specialist will own a portfolio of existing customers and be accountable for clear retention and upsell targets.


ESSENTIAL FUNCTIONS/KEY RESPONSIBILITIES

• Own a defined book of business and be accountable for renewal, churn, and expansion metrics for those customers.
• Monitor health indicators and usage/adoption data to identify at-risk accounts early and prioritize outreach.
• Conduct structured outreach (phone, email, video) to understand customer goals, uncover dissatisfaction drivers, and propose solutions that keep the business.
• Design and execute "save" strategies, including service recovery plans, executive touchpoints, contract adjustments within guardrails, and targeted incentives when appropriate.
• Partner with Sales/Account Management on renewal strategy, including pricing scenarios, term optimization, and cross-sell/upsell opportunities.
• Log all customer interactions, risks, and outcomes in CRM, and maintain accurate renewal and churn-risk forecasts.
• Analyze churn and retention trends (by segment, product, channel) and provide recommendations to leadership on product, pricing, and service improvements.
• Create and refine playbooks for common churn drivers (price objections, service issues, competitive threats, lack of adoption) and ensure consistent execution.
• Collaborate with Operations/Support to resolve root causes of complaints, close the loop with customers, and validate that corrective actions are effective.
• Advocate for the customer internally while balancing profitability, contract terms, and company retention goals.

QUALIFICATIONS

• 3-5 years in customer success, account management, inside sales, or retention-focused customer service role, preferably in a subscription, contract, or recurring-revenue business.
• Demonstrated success meeting or exceeding measurable retention, renewal, or upsell targets.
• Strong interpersonal and communication skills; able to handle difficult conversations, negotiate, and influence stakeholders at multiple levels.
• Proven conflict resolution and problem-solving skills; comfortable de-escalating upset customers and turning situations around.
• Comfortable working in CRM and reporting tools; able to interpret data, spot trends, and adjust tactics based on performance.
• Highly organized, able to manage a large portfolio of accounts and prioritize based on risk and impact.
• 2+ years of experience in customer service, call center, retention, sales support, or related environment.
• Strong communication and interpersonal skills, both verbal and written.
• Excellent attention to detail and organizational skills.
• Comfortable using CRM, scheduling, or call center software.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong time management and follow-through.
• Professional, customer-first approach with sound judgment and integrity.

SAFETY EXPECTATIONS

• Compliance with company safety policies, PPE, safe driving, DOT requirements, etc.

ENVIRONMENTAL / WORKING CONDITIONS

• Work is primarily performed in a professional office environment.
• Occasional business travel may be required based on business needs.

PHYSICAL REQUIREMENTS

• Ability to perform the essential functions of the position with or without reasonable accommodation.
• Requires the ability to communicate effectively and utilize standard office technology and equipment.
• May require remaining in a stationary position and moving throughout the work environment as needed to perform job responsibilities.

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.