Strategic Customer Success & Retention Lead

Airgas, Inc.; Oklahoma City (OK); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, vision plans

401k with company match

Tuition reimbursement

Paid holidays and leave

Job summary

Airgas, Inc. seeks a Customer Services Representative in Oklahoma City, OK to manage key accounts, drive retention, and coordinate cross-functional actions with Sales and Operations. The role focuses on proactive outreach, pricing reconciliation, and improving customer experiences.

The position emphasizes CSR excellence, with emphasis on churn prevention, data-driven insights, and collaboration across production, distribution, and sales teams to meet customer requirements.

Qualifications

• Requires active Class D driver's license and reliable transportation.
• Bilingual (English/Spanish) fluency preferred.
• High school diploma or equivalent; Bachelor's degree or related certification preferred.
• 3–5+ years in CX/VoC strategy, strategic account management, or customer service in industrial gases, welding supplies, or B2B environments.
• Proficiency in ERP (SAP), CRM, and analytics software to forecast retention trends and extract customer insights.
• Strong financial acumen with pricing, margins, and profitability analysis for churn-prevention.

Responsibilities

• Manage accounts and retention strategies; coordinate with Sales and Operations.
• Identify at-risk customers and coordinate corrective actions; monitor account health.
• Lead outbound contacts focusing on high-margin opportunities and issues resolution.
• Review pricing discrepancies and drive improvements in profitability and efficiency.
• Act as Voice of the Customer; communicate trends to Sales, Ops, and leadership.

Skills

Account management

Retention strategies

Cross-functional leadership

Omnichannel sales support

Sales coordination

SAP

CRM systems

Excel

Data analytics

Education

High school diploma or equivalent

Bachelor's degree in Business Administration/Marketing/Supply Chain or related

Professional certification (e.g., CCXP)

Tools

SAP

CRM systems

Enterprise data analytics software

Excel

Google Sheets/Docs/Slides

Job description

Airgas, Inc. seeks a Customer Services Representative in Oklahoma City, OK to manage key accounts, drive retention, and coordinate cross-functional actions with Sales and Operations. The role focuses on proactive outreach, pricing reconciliation, and improving customer experiences.

The position emphasizes CSR excellence, with emphasis on churn prevention, data-driven insights, and collaboration across production, distribution, and sales teams to meet customer requirements.