Customer Success & Retention Specialist

Dynamic SLR•Richardson, TX

54d

About The Position

This role focuses on customer retention and relationship management, aiming to enhance customer satisfaction and minimize cancellations. The specialist will build meaningful relationships through consistent communication, analyze customer feedback for continuous improvement, and engage proactively with customers to understand their needs and ensure a positive experience. Key responsibilities include educating customers on warranties and services, encouraging positive reviews, managing customer cases in Salesforce, and supporting project execution. The role also involves collaborating with internal teams to improve the customer journey and enhance retention programs.

Requirements

2+ years of experience in customer success, retention, or service
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.

Nice To Haves

Experience in solar, energy, or home improvement preferred.

Responsibilities

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.
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.
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.
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.
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.
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.