Member Retention Architect

Base Power; Austin (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Base is seeking a Customer Success/Retention professional to own end-to-end retention initiatives. You will design systems to flag at-risk members, manage renewals, and drive churn-prevention strategies across onboarding to loyalty.

You will collaborate with cross-functional teams, use data to automate workflows, and improve member experiences to strengthen long-term loyalty in a fast-paced, in-person environment.

Qualifications

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

Responsibilities

• Design tools and workflows to flag at-risk members early and intervene automatically.
• Manage the system for upcoming contract renewals, ensuring members seamlessly continue with Base.
• Intervene when members consider leaving; understand needs; craft scalable solutions.
• Build relationships; address concerns to keep satisfaction and loyalty high.
• Engage members who signaled cancel intent; reestablish trust.
• Guide new members from signing up to enrolling in services.
• Act as problem-solver for complex issues; coordinate across teams.
• Gather and share feedback to shape better experiences and policies.
• Partner with Finance, Legal, Engineering to design retention processes.

Skills

Customer retention

Operations management

Data-driven decision making

Cross-functional collaboration

Job description

Base is seeking a Customer Success/Retention professional to own end-to-end retention initiatives. You will design systems to flag at-risk members, manage renewals, and drive churn-prevention strategies across onboarding to loyalty.

You will collaborate with cross-functional teams, use data to automate workflows, and improve member experiences to strengthen long-term loyalty in a fast-paced, in-person environment.