Retention Specialist

This position 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. 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. #J-18808-Ljbffr