This position is customer-focused to support Dobson Fiber’s customer retention efforts across the full customer lifecycle. This role will be responsible for protecting and growing recurring revenue by proactively engaging at-risk customers, resolving issues that drive churn, and executing structured save/retention campaigns. This role blends relationship management, consultative problem solving, and data-driven analysis to increase renewal rates and customer lifetime value. Working closely with Sales, Account Management, and Operations, the Retention Specialist will own a portfolio of existing customers and be accountable for clear retention and upsell targets.
Responsibilities
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Own a defined book of business and be accountable for renewal, churn, and expansion metrics for those customers.
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Monitor health indicators and usage/adoption data to identify at-risk accounts early and prioritize outreach.
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Conduct structured outreach (phone, email, video) to understand customer goals, uncover dissatisfaction drivers, and propose solutions that keep the business.
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Design and execute “save” strategies, including service recovery plans, executive touchpoints, contract adjustments within guardrails, and targeted incentives when appropriate.
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Partner with Sales/Account Management on renewal strategy, including pricing scenarios, term optimization, and cross-sell/upsell opportunities.
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Log all customer interactions, risks, and outcomes in CRM, and maintain accurate renewal and churn-risk forecasts.
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Analyze churn and retention trends (by segment, product, channel) and provide recommendations to leadership on product, pricing, and service improvements.
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Create and refine playbooks for common churn drivers (price objections, service issues, competitive threats, lack of adoption) and ensure consistent execution.
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Collaborate with Operations/Support to resolve root causes of complaints, close the loop with customers, and validate that corrective actions are effective.
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Advocate for the customer internally while balancing profitability, contract terms, and company retention goals.
Qualifications
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3–5 years in customer success, account management, inside sales, or retention-focused customer service role, preferably in a subscription, contract, or recurring-revenue business.
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Demonstrated success meeting or exceeding measurable retention, renewal, or upsell targets.
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Strong interpersonal and communication skills; able to handle difficult conversations, negotiate, and influence stakeholders at multiple levels.
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Proven conflict resolution and problem-solving skills; comfortable de-escalating upset customers and turning situations around.
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Comfortable working in CRM and reporting tools; able to interpret data, spot trends, and adjust tactics based on performance.
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Highly organized, able to manage a large portfolio of accounts and prioritize based on risk and impact.
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2+ years of experience in customer service, call center, retention, sales support, or related environment.
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Strong communication and interpersonal skills, both verbal and written.
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Excellent attention to detail and organizational skills.
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Comfortable using CRM, scheduling, or call center software.
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Ability to work independently and collaboratively in a fast-paced environment.
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Strong time management and follow-through.
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Professional, customer-first approach with sound judgment and integrity.
