Customer Success & Retention Specialist

Customer Success & Retention Specialist

At Dynamic EcoHome, we're redefining home energy efficiency through solar, battery storage, and smart home upgrades that empower homeowners to live sustainably and comfortably. Our mission goes beyond installation. It's about creating lasting relationships and ensuring every customer continues to feel supported long after their system is up and running.

We're growing rapidly and seeking a Customer Success & Retention Specialist to join our team. This role plays a key part in keeping our customers happy, informed, and confident in their investment, turning every interaction into a long-term partnership.

Customer Retention & Relationship Management

• Develop and execute strategies to enhance satisfaction and minimize cancellations.
• Build meaningful, ongoing relationships through consistent and personalized communication.
• Analyze customer feedback to identify trends and drive continuous improvement.

Proactive Customer Engagement

• Conduct check-ins and discovery calls to understand customer needs and ensure a positive experience.
• Educate customers on warranties, incentives, and available services to help them maximize their investment.
• Encourage customers to share positive reviews on Google, BBB, and other platforms to enhance our reputation.

Project & Case Management

• Manage customer cases in Salesforce, ensuring thorough documentation, accurate tracking, and on-time follow-up.
• Support project execution by monitoring timelines, budgets, and customer communications.
• Process reimbursements, credits, and invoices for escalated cases when needed.

Customer Education & Engagement

• Conduct discovery and retention calls to understand customer needs and ensure satisfaction.
• Educate homeowners on warranties, incentives, and service offerings to promote confidence and clarity.
• Request and encourage customers to leave reviews on Google, BBB, and other platforms to enhance Dynamic EcoHome's reputation.

Case & Project Coordination

• Manage customer cases in Salesforce, ensuring timely updates and accurate documentation.
• Support project progress by monitoring communication milestones and ensuring customer expectations are met.
• Coordinate with internal teams to ensure seamless service delivery and a smooth handoff between departments.

Collaboration & Continuous Improvement

• Partner with operations, finance, and service teams to develop tools and workflows that improve the customer journey.
• Share insights and feedback to enhance retention programs and overall service quality.

What You Bring

• 2+ years of experience in customer success, retention, or service (experience in solar, energy, or home improvement preferred).
• Strong communication and problem-solving skills with a calm, customer-first mindset.
• Experience managing cases in Salesforce or similar CRM platforms.
• Ability to balance multiple priorities and collaborate effectively across departments.
• A passion for helping customers succeed and for building lasting relationships.

Compensation & Benefits

• $60,000 annual base + commission ($5-7 per kW installed on projects)
• Opportunities for advancement and performance-based incentives
• Paid time off, holidays, and a comprehensive benefits package
• A collaborative, mission-driven environment focused on innovation and growth