Retention Specialist (TBD)

AppDirect • Westlake, TX

22h

About The Position

AppDirect is a digital, global company that enables digital entrepreneurs worldwide. Their subscription commerce platform allows selling any product, through any channel, on any device, as a service, powering millions of subscriptions globally. Broker Online Exchange (BOX), an AppDirect subsidiary, is the largest and most flexible retail energy network in the country, recognized on the Inc5000™ and Entrepreneur 360™ lists. The Retention Specialist role is for a relationship-driven professional who excels at converting at-risk customer situations into long-term partnerships. This role requires identifying customer concerns, providing solutions, analyzing data to track churn signals and renewal timelines, and prioritizing outreach. Strong communication skills, including navigating difficult conversations, and excellent organizational skills to manage a high volume of accounts are essential.

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