Retention Specialist (TBD)

AppDirect • Westlake, TX

3d

About The Position

AppDirect is seeking a relationship-driven professional for the role of Retention Specialist. This position focuses on turning at-risk customer situations into long-term partnerships within the Broker Online Exchange (BOX) network. The ideal candidate will be adept at identifying customer concerns, providing solutions, and utilizing data to manage a high volume of accounts effectively. This role is crucial for maintaining customer relationships and ensuring contract renewals.

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.

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.

What This Job Offers

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