Member Retention Specialist

Base Power Company • Austin, TX

96d

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 the customer journey. You will work directly with our highest risk customers to prevent churn, win them back if they are considering canceling, and ensure they renew at the end of their contract. This role offers a unique opportunity to develop real-world expertise at the intersection of customer service and sales. You will use creative problem-solving, relationship management, and impactful communication to make a tangible difference in the lives of our customers and the future growth and reputation of Base.

Requirements

• 1-5 years of experience in customer success, retention, account management, or sales.
• 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.
• Motivation to work through a queue of high risk customers needing your attention.
• Strong writing skills with excellent grammar, tone, and clarity.
• Natural inclination to stay calm under pressure and step up to proactively de-escalate frustrating situations.
• Comfortable with ambiguity and a fast-paced environment to quickly adapt to changes.
• Tech savvy, with a knack for quickly mastering new tools and systems.
• Team player motivated by the mission who always puts the company’s best interests first.

Responsibilities

• Build strong relationships with members, proactively addressing concerns to keep satisfaction and loyalty high.
• Intervene when members consider leaving, understand their needs, and craft solutions that rebuild confidence.
• Manage upcoming contract renewals, ensuring members seamlessly continue with Base and see the ongoing value.
• Engage members who have signaled intent to cancel or switch away, working to reestablish trust and retain their business.
• Guide new members through their early stages, from signing up to enrolling in services, ensuring 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.

What This Job Offers

• Number of Employees: 51-100 employees