Customer Retention Manager

Chariot Energy•Houston, TX

8h•Onsite

About The Position

We are seeking a Customer Retention Manager who is proactive, customer focused, independent, results-oriented and wants to be part of a dynamic organization. The ideal candidate will have experience in the deregulated retail electricity space with a strong focus on customer retention and renewals and responsible for retention leading the efforts in retaining and renewing residential and small commercial customers. This role will be responsible for reducing churn, managing the renewal lifecycle, and driving customer satisfaction through personalized outreach, strategic offers, and strong relationship management. The ideal candidate combines sales acumen, customer service expertise, and analytical skills to maximize long-term value and loyalty. This position is in Houston, and the ideal candidate will be within commutable distance to the Chariot Energy Houston office location. This is an onsite role.

Requirements

Bachelor’s degree in Business, Marketing, or related field.
5+ years of experience in a B2C retention, account management, or renewals role in Retail Energy required.
Proven ability to reduce churn and improve customer loyalty.
Strong understanding of customer lifecycle behavior and retention levers.
Experience improving business performance based on key metrics and goals.
Strong communication, negotiation, and conflict-resolution skills.
Analytical mindset with experience using CRM tools and reporting systems.
Strong aptitude for problem solving and multitasking.
Deadline-oriented with an ability to prioritize tasks.
Highly data-driven with the ability to analyze, articulate and solve complex problems and concepts to make effective business decisions.
Strong interpersonal skills and the ability to work across functions and levels.
Creative thinking with experience guiding projects from concept to execution.
Strong organizational, project management, and change management abilities.
Strong proficiency in Microsoft Office Suite Apps: Excel, Access, PowerPoint.
Eligible to work in the USA for any employer without sponsorship.

Nice To Haves

Bilingual (English/Spanish/Korean) a plus.

Responsibilities

Manage the end-to-end renewal process for residential and small commercial customers, ensuring timely and seamless contract transitions.
Proactively identify at-risk accounts and develop tailored retention strategies to reduce churn.
Offer competitive renewal plans and incentives aligned with customer needs and market conditions.
Leverage CRM tools to track customer lifecycles, contract expirations, and interaction history.
Serve as the primary point of contact for renewal-related inquiries, resolving customer concerns promptly and professionally.
Educate customers on Chariot Energy’s products, services, and renewable energy mission to reinforce value.
Deliver personalized communications (calls, emails, and digital campaigns) to increase engagement and loyalty.
Monitor and report on key performance metrics including renewal rates, churn, customer lifetime value, and retention ROI.
Provide insights to leadership on customer trends, competitive threats, and opportunities for improvement.
Collaborate with marketing and sales teams to refine renewal offers, winback campaigns, and customer incentive programs.
Ensure all renewal and retention activities adhere to Public Utility Commission regulations and internal compliance standards.
Maintain accurate documentation of customer interactions, contracts, and outcomes.
Support quality assurance by regularly reviewing processes and recommending improvements.