A Customer Success Manager manages relationships with customers and works to make sure that customers are satisfied with a company's products or services. May provide technical or product support to customers. Establishes practices and policies to encourage good customer service. Manages customer success department staff.
Retention Specialist Dobson Technologies - 2.7 Oklahoma City, OK Job Details 5 hours ago Qualifications Objection handling (sales technique) Customer records maintenance Managing customer accounts Contract management Stakeholder engagement Customer behavior analysis Customer retention strategy Safety protocol adherence Phone communication Pricing optimization Performance Reporting Data reporting Account development De-escalation techniques Metrics Reporting Conflict de-escalation Mid-level Trend analysis Managing clients in a customer support role Cross-selling Customer engagement Risk management Forecasting Video communication Organizational skills Post-sales relationship building Data-driven problem-solving Client growth strategy CRM system proficiency Achieving sales targets Full Job Description
ABOUT THE JOB
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.
