Growth & Retention Lead

Base Power Company; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Base, an Austin-based next‑generation power company, is seeking a proactive professional for its Member Experience team. You will build retention workflows, oversee renewals, and intervene with at‑risk members using data and automation to reduce churn at scale.

The role blends product thinking with hands‑on member facing work, requiring clear communication, empathy, and problem‑solving. You will collaborate with Finance, Legal, and Engineering to scale retention processes and deliver measurable

Qualifications

• 2-8 years of experience in operations, product management, or program management for customer success, retention, account management, or sales functions.

Responsibilities

• Retention Detection and Handling – Design and build the tools, triggers, and workflows that flag at-risk members early and intervene automatically, reducing how often issues require manual outreach.
• Renewals – Manage the system for upcoming contract renewals, ensuring members seamlessly continue with Base.
• Churn Prevention – Intervene when members consider leaving, understand their needs, and craft scalable solutions that rebuild confidence.
• Retention & Loyalty – Build strong relationships with members, proactively addressing concerns to keep satisfaction and loyalty high.
• Win‑Back Campaigns – Engage members who have signaled intent to cancel or switch away, working to reestablish trust and retain their business.
• Onboarding‑to‑Loyalty – Ensure our systems guide new members through their early stages, from signing up to enrolling in services, so they feel supported and confident from day one.
• Escalations – Act as a problem‑solver for complex or urgent issues, working across teams to deliver quick, thoughtful resolutions.
• Voice of the Member – Gather and share feedback to help shape better experiences, services, and policies across the company that strengthen long‑term loyalty.
• Cross‑functional Alignment – Partner with Finance, Legal, and Engineering to design retention processes so they can scale, hold up operationally, and align with terms and capabilities.

Skills

Customer success

Operations

Product management

Program management

Tools

SQL

CRM systems

Automation tools

Data visualization

Job description

Base, an Austin-based next‑generation power company, is seeking a proactive professional for its Member Experience team. You will build retention workflows, oversee renewals, and intervene with at‑risk members using data and automation to reduce churn at scale.

The role blends product thinking with hands‑on member facing work, requiring clear communication, empathy, and problem‑solving. You will collaborate with Finance, Legal, and Engineering to scale retention processes and deliver measurable