Retention Specialist

Job Description

Job Description

We are seeking a proactive, customer-focused Retention Specialist 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.