Growth Retention Lead

Base Power Company • Austin, TX

2d • Onsite

About The Position

As part of our Member Experience team, you will play a vital role to help our members stay with Base for the long haul - strengthening loyalty at every stage of their journey from onboarding to renewal. You'll build the systems, automations, and workflows that catch and address risk before it ever materializes – and work directly with members at the highest risk of churning. This role blends product and process thinking with hands-on member facing work. You will use data, creative problem-solving, and clear communication to reduce churn at scale, not just member by member.

Requirements

• 2-8 years of experience in operations, product management, or program management for customer success, retention, account management, or sales functions.
• Comfort owning outcomes end-to-end — as motivated to fix the root cause as to solve the individual case.
• Interest in using data and tools to build automations and processes, not just work through a queue.
• Empathetic communicator who loves connecting with people and making them feel heard.
• Proven ability to manage escalations, turn challenging situations into positive outcomes, and be persuasive without being pushy.
• Not afraid to work through a queue of high risk members.
• Strong writing skills with excellent grammar, tone, and clarity.
• Comfortable with ambiguity and a fast-paced environment to quickly adapt to changes.
• Tech savvy, with a knack for quickly building and mastering new tools and systems.
• Team player motivated by the mission who always puts the company’s best interests first.

Responsibilities

• Design and build the tools, triggers, and workflows that flag at-risk members early and intervene automatically, reducing how often issues require manual outreach.
• Manage the system for upcoming contract renewals, ensuring members seamlessly continue with Base.
• Intervene when members consider leaving, understand their needs, and craft scalable solutions that rebuild confidence.
• Build strong relationships with members, proactively addressing concerns to keep satisfaction and loyalty high.
• Engage members who have signaled intent to cancel or switch away, working to reestablish trust and retain their business.
• Ensure our systems guide new members through their early stages, from signing up to enrolling in services, so they feel supported and confident from day one.
• Act as a problem-solver for complex or urgent issues, working across teams to deliver quick, thoughtful resolutions.
• Gather and share feedback to help shape better experiences, services, and policies across the company that strengthen long-term loyalty.
• Partner with Finance, Legal, and Engineering to design retention processes so they can scale, hold up operationally, and align with terms and capabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed