Customer Retention Specialist

Role overview

This is the first dedicated customer retention hire at a renewable energy platform that lets other companies embed electricity plans directly into their products through an API-style utility service. The role owns two moments that decide whether customers stay: renewing accounts as their contracts end, and recovering enrollments that stall before going live.

Responsibilities

- Lift the monthly renewal rate across each partner portfolio through direct outbound work, including calls, targeted campaigns, and scheduled appointments. - Design and run the recovery motion for enrollments stuck in validation holds, turning paused signups back into active customers. - Build the renewal cadences, scripts, and outbound programs that do not yet exist, then run them personally and refine them based on what is actually working. - Mine customer data to surface the patterns blocking renewals and completions, and drive fixes through product, pricing, and partner success. - Carry the customer's voice into a cross-functional renewals working group so frontline conversations shape how plans get designed and priced.

Requirements

- At least 7 years of experience in energy sales, retention, or account management. - Working fluency with electricity rates, contracts, and plan structures, with the confidence to walk a customer through a renewal without a script. - A track record of designing a retention or sales plan and personally running the outbound follow-through. - Sharp instinct for spotting patterns inside messy customer records and proposing concrete fixes. - A self-directed style with strong ownership of callbacks, reminders, and appointment follow-up. - US-based, ideally in Texas, with a remote work setup that supports productive output.

Nice to have

- Spanish language skills to support a broader customer base.