Customer Retention Architect

Evolving Solution Services; 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 actively engage at-risk customers, resolve issues driving churn, and execute structured save campaigns to bolster renewal rates.

You will work with Sales, Account Management, and Operations to own a portfolio of existing customers and drive retention and upsell targets through data-driven analysis.

Qualifications

• 3–5 years in customer success, account management, inside sales, or retention-focused customer service.
• Proven success meeting or exceeding retention, renewal, or 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 data to identify at-risk accounts early.
• Conduct proactive outreach to understand customer goals and propose retention solutions.
• Design and execute save strategies including service recovery plans and targeted incentives.
• Partner with Sales/Account Management on renewal strategy, pricing, and cross-sell opportunities.
• Log customer interactions in CRM and maintain renewal/churn forecasts.
• Analyze churn and retention trends to inform product, pricing, and service improvements.
• Create playbooks for common churn drivers and ensure execution.
• Collaborate with Operations to resolve root causes of complaints and verify actions.

Skills

Customer success

Account management

Inside sales

CRM proficiency

Data analysis

Communication

Tools

CRM software

Job description

Dobson Fiber is seeking a Retention Specialist to protect and grow recurring revenue across the customer lifecycle. You will actively engage at-risk customers, resolve issues driving churn, and execute structured save campaigns to bolster renewal rates.

You will work with Sales, Account Management, and Operations to own a portfolio of existing customers and drive retention and upsell targets through data-driven analysis.