Client Retention & Renewal Specialist

Dobson Fiber; Oklahoma City (OK); On-site; USD 55,000 - 75,000; Full time

Job summary

Dobson Fiber is seeking a Retention Specialist to protect and grow recurring revenue across the customer lifecycle. You will own a portfolio of customers, engage at-risk accounts, and execute structured save campaigns to improve renewals and lifetime value.

Collaborate with Sales, Account Management, and Operations to optimize renewal strategies, pricing scenarios, and cross-sell opportunities while logging interactions in CRM and forecasting churn risks.

Qualifications

• 3–5 years in customer success, account management, inside sales, or retention-focused role.
• Proven success meeting or exceeding retention/upsell targets.
• Strong interpersonal and communication skills; able to handle difficult conversations and influence stakeholders.

Responsibilities

• Own a defined book of business and be accountable for renewal, churn, and expansion metrics.
• Monitor health indicators and usage/adoption data to identify at-risk accounts and prioritize outreach.
• Conduct structured outreach via phone, email, video to understand goals and propose solutions.
• Design and execute save strategies including service recovery plans and executive touchpoints.
• Partner with Sales/Account Management on renewal strategy, pricing, and cross-sell opportunities.
• Log all interactions in CRM and maintain renewal/churn forecasts.
• Analyze churn/retention trends and advise leadership on improvements.
• Create playbooks for churn drivers and ensure execution.
• Collaborate with Operations/Support to resolve root causes of complaints.
• Advocate for customer while balancing profitability and retention goals.

Skills

Customer success

Account management

Retention strategy

CRM

Data analysis

Communication

Tools

CRM

Reporting tools

Job description

Dobson Fiber is seeking a Retention Specialist to protect and grow recurring revenue across the customer lifecycle. You will own a portfolio of customers, engage at-risk accounts, and execute structured save campaigns to improve renewals and lifetime value.

Collaborate with Sales, Account Management, and Operations to optimize renewal strategies, pricing scenarios, and cross-sell opportunities while logging interactions in CRM and forecasting churn risks.