Customer Retention Specialist - Energy Industry

About the role

You are a relationship-driven professional who thrives on turning at-risk customer situations into long-term partnerships. You know how to read a conversation, identify the root cause of a customer's concern, and respond with solutions that genuinely address their needs. You're comfortable working with data — pulling churn signals, tracking renewal timelines, and using that information to prioritize your outreach. Your communication style is clear and direct, and you know how to have a difficult conversation without burning a bridge. You bring strong organizational skills to manage a high volume of accounts without letting anything fall through the cracks — because in this role, every touchpoint counts.

Responsibilities

• Own a portfolio of at-risk energy broker accounts and proactively reach out before contracts lapse or churn signals escalate
• Conduct retention calls and negotiations to resolve concerns, present renewal options, and secure continued partnerships on the BOX network
• Analyze account health data weekly to identify trends, flag high-risk accounts, and prioritize outreach accordingly
• Work toward monthly and quarterly retention rate KPIs, reporting progress to your manager on a regular cadence
• Collaborate with the Sales and Account Management teams to hand off expansion opportunities identified during retention conversations
• Document all customer interactions and outcomes in the CRM to maintain accurate account records and support forecasting

Requirements

• 1+ years of experience in a retention, account management, or customer success role - ideally in energy, SaaS, or a subscription-based business
• Demonstrated ability to manage a high-volume book of accounts and meet retention or renewal targets
• Proficiency with CRM tools (Salesforce or equivalent) for tracking activity and pipeline
• Experience analyzing account data to prioritize outreach and identify churn risk
• Strong communication skills — you can navigate a tough conversation with a frustrated customer and find a path forward that works for both sides
• Comfort working independently in a fast-paced environment where priorities can shift quickly

Qualifications

• Education: Bachelor’s degree preferred, but not required
• Experience: 1+ years of experience in a retention, account management, or customer success role - ideally in energy, SaaS, or a subscription-based business

Skills

• Customer Relationship Management
• Data Analysis
• Communication Skills
• CRM Tools Proficiency

Benefits

• Base Salary Target of $50,000- 55,000 + 10% bonus

Pay

• Base Salary Target of $50,000- 55,000 + 10% bonus

Schedule

• Full-time