Retention 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

The Retention Specialist is customer-focused to support Dobson Fiber’s customer retention efforts across the full customer lifecycle. This role will be responsible for protecting and growing recurring revenue by proactively engaging at-risk customers, resolving issues that drive churn, and executing structured save/retention campaigns. This role blends relationship management, consultative problem solving, and data-driven analysis to increase renewal rates and customer lifetime value. Working closely with Sales, Account Management, and Operations, the Retention Specialist will own a portfolio of existing customers and be accountable for clear retention and upsell targets.

ESSENTIAL FUNCTIONS/KEY RESPONSIBILITIES

• Own a defined book of business and be accountable for renewal, churn, and expansion metrics for those customers.
• Monitor health indicators and usage/adoption data to identify at-risk accounts early and prioritize outreach.
• Conduct structured outreach (phone, email, video) to understand customer goals, uncover dissatisfaction drivers, and propose solutions that keep the business.
• Design and execute "save" strategies, including service recovery plans, executive touchpoints, contract adjustments within guardrails, and targeted incentives when appropriate.
• Partner with Sales/Account Management on renewal strategy, including pricing scenarios, term optimization, and cross-sell/upsell opportunities.
• Log all customer interactions, risks, and outcomes in CRM, and maintain accurate renewal and churn-risk forecasts.
• Analyze churn and retention trends (by segment, product, channel) and provide recommendations to leadership on product, pricing, and service improvements.
• Create and refine playbooks for common churn drivers (price objections, service issues, competitive threats, lack of adoption) and ensure consistent execution.
• Collaborate with Operations/Support to resolve root causes of complaints, close the loop with customers, and validate that corrective actions are effective.
• Advocate for the customer internally while balancing profitability, contract terms, and company retention goals.

QUALIFICATIONS

• 3-5 years in customer success, account management, inside sales, or retention-focused customer service role, preferably in a subscription, contract, or recurring-revenue business.
• Demonstrated success meeting or exceeding measurable retention, renewal, or upsell targets.
• Strong interpersonal and communication skills; able to handle difficult conversations, negotiate, and influence stakeholders at multiple levels.
• Proven conflict resolution and problem-solving skills; comfortable de-escalating upset customers and turning situations around.
• Comfortable working in CRM and reporting tools; able to interpret data, spot trends, and adjust tactics based on performance.
• Highly organized, able to manage a large portfolio of accounts and prioritize based on risk and impact.
• 2+ years of experience in customer service, call center, retention, sales support, or related environment.
• Strong communication and interpersonal skills, both verbal and written.
• Excellent attention to detail and organizational skills.
• Comfortable using CRM, scheduling, or call center software.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong time management and follow-through.
• Professional, customer-first approach with sound judgment and integrity.

SAFETY EXPECTATIONS

• Compliance with company safety policies, PPE, safe driving, DOT requirements, etc.

ENVIRONMENTAL / WORKING CONDITIONS

• Work is primarily performed in a professional office environment.
• Occasional business travel may be required based on business needs.

PHYSICAL REQUIREMENTS

• Ability to perform the essential functions of the position with or without reasonable accommodation.
• Requires the ability to communicate effectively and utilize standard office technology and equipment.
• May require remaining in a stationary position and moving throughout the work environment as needed to perform job responsibilities.

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.