Retention Specialist (TBD) at AppDirect in Westlake, OH

About AppDirect Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work. About Broker Online Exchange (BOX), an AppDirect Subsidiary Broker Online Exchange (BOX) is the largest and most flexible retail energy network in the country and was recently rated #225 on the Inc5000™ List of America's Fastest Growing Companies as well as #39 on the Entrepreneur 360™ List of America's Best Privately-Owned Companies. About You You are a relationship-driven professional who thrives on turning at-risk customer situations into long-term partnerships. You know how to read a conversation, identify the root cause of a customer's concern, and respond with solutions that genuinely address their needs. You're comfortable working with data — pulling churn signals, tracking renewal timelines, and using that information to prioritize your outreach. Your communication style is clear and direct, and you know how to have a difficult conversation without burning a bridge. You bring strong organizational skills to manage a high volume of accounts without letting anything fall through the cracks — because in this role, every touchpoint counts. What you'll do and how you'll have an impact Own a portfolio of at-risk energy broker accounts and proactively reach out before contracts lapse or churn signals escalate Conduct retention calls and negotiations to resolve concerns, present renewal options, and secure continued partnerships on the BOX network Analyze account health data weekly to identify trends, flag high-risk accounts, and prioritize outreach accordingly Work toward monthly and quarterly retention rate KPIs, reporting progress to your manager on a regular cadence Collaborate with the Sales and Account Management teams to hand off expansion opportunities identified during retention conversations Document all customer interactions and outcomes in the CRM to maintain accurate account records and support forecasting What we're looking for 1+ years of experience in a retention, account management, or customer success role - ideally in energy, SaaS, or a subscription-based business Demonstrated ability to manage a high-volume book of accounts and meet retention or renewal targets Proficiency with CRM tools (Salesforce or equivalent) for tracking activity and pipeline Experience analyzing account data to prioritize outreach and identify churn risk Strong communication skills — you can navigate a tough conversation with a frustrated customer and find a path forward that works for both sides Comfort working independently in a fast-paced environment where priorities can shift quickly Diversity & Inclusion Statement At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https://www.appdirect.com/about/privacy-notice At AppDirect, AI tools may assist our recruitment team with administrative automations — always under human oversight. AI tools do not make hiring decisions or solely automated decisions about your candidacy – all decisions are made by our people. By submitting your application, you acknowledge that your information may be processed in this way. You may request access or deletion at any time by contacting privacy@appdirect.com.