Member Retention Specialist

Job Description

Job Description

About Base

Base is building the foundation of American power. The grid is the largest, most complex machine in the world. Yet it’s aging, struggling to keep up with today’s demand, and is unprepared for our electrified future.

Base is modernizing the grid as the first engineering-led, technology-driven power company. We’re deploying a nationwide network of distributed batteries that strengthens critical infrastructure and saves Americans money.

Our team of engineers, operators, creatives, technicians, and electricians design and deploy systems at speed. If you want to tackle the problem that will define this century and shape the future of American energy, now is the time. Join us.

About the Role

As part of our Member Experience team, you will play a vital role to help our members stay with Base for the long haul - strengthening loyalty at every stage of the customer journey. You will work directly with our highest risk customers to prevent churn, win them back if they are considering canceling, and ensure they renew at the end of their contract. This role offers a unique opportunity to develop real-world expertise at the intersection of customer service and sales. You will use creative problem-solving, relationship management, and impactful communication to make a tangible difference in the lives of our customers and the future growth and reputation of Base.

What You'll Do

Retention & Loyalty – Build strong relationships with members, proactively addressing concerns to keep satisfaction and loyalty high.

Churn Prevention – Intervene when members consider leaving, understand their needs, and craft solutions that rebuild confidence.

Renewals – Manage upcoming contract renewals, ensuring members seamlessly continue with Base and see the ongoing value.

Win-Back Campaigns – Engage members who have signaled intent to cancel or switch away, working to reestablish trust and retain their business.

Onboarding-to-Loyalty – Guide new members through their early stages, from signing up to enrolling in services, ensuring they feel supported and confident from day one.

Escalations – Act as a problem-solver for complex or urgent issues, working across teams to deliver quick, thoughtful resolutions.

Voice of the Member – Gather and share feedback to help shape better experiences, services, and policies across the company that strengthen long-term loyalty.

What You'll Bring

1-5 years of experience in customer success, retention, account management, or sales.

Empathetic communicator who loves connecting with people and making them feel heard.

Proven ability to manage escalations, turn challenging situations into positive outcomes, and be persuasive without being pushy.

Motivation to work through a queue of high risk customers needing your attention.

Strong writing skills with excellent grammar, tone, and clarity.

Natural inclination to stay calm under pressure and step up to proactively de-escalate frustrating situations.

Comfortable with ambiguity and a fast-paced environment to quickly adapt to changes.

Tech savvy, with a knack for quickly mastering new tools and systems.

Team player motivated by the mission who always puts the company’s best interests first.

Our Values

We’re building a winning culture and we’re looking for people who are up for the challenge. Here’s what we expect from day one :

In-Person Only : We work full-time in the office. No hybrid. No remote.

Challenge the Status Quo : Question assumptions. Fix broken systems. Principles >

rules.

Move Fast : Focus on what matters, act quickly, and learn by doing.

Give & Get Feedback : Be direct, be humble. Challenge ideas–including your own.

Own the Outcome : Take full responsibility. Deliver results. No excuses.

Act Like an Owner : Be resourceful, mindful of impact, and committed to the business.

Be Decisive : Drive clarity. Make bold calls with imperfect info.

Bring the Intensity : This is not a 9-to-5. We're building something hard which requires real commitment.