Retention Specialist

About This Role

This role is for a relationship-driven professional focused on converting at-risk customer situations into lasting partnerships. The specialist will manage a portfolio of energy broker accounts, proactively addressing potential contract lapses and escalating churn signals. It suits someone who can identify the root cause of customer concerns and offer effective solutions.

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

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

About the Company

AppDirect offers a subscription commerce platform that powers millions of subscriptions worldwide for organizations. Its subsidiary, Broker Online Exchange (BOX), is the largest and most flexible retail energy network in the country and has been recognized on the Inc5000™ List and Entrepreneur 360™ List.