[Hiring] Customer Retention @Light

Role Description

As our customer retention hire at Light, you will own the two moments that decide whether a customer stays: renewing customers as their contracts come up, and recovering enrollments that stall before a customer goes live.

You're the first person dedicated to this work, which today is spread across the ops leaders who built it, and you'll have room to run it your way.

In your first six months, you will:

• Move our monthly renewal rate, partner by partner, through your own outreach: the calls you make, the campaigns you launch, the appointments you set and keep.
• Build the recovery motion for stalled enrollments and turn validation holds back into active customers.
• Stand up the renewal cadences, scripts, and campaigns that don't exist yet, then run them yourself and improve them as you learn.
• Find the patterns in customer data that block renewals and enrollments, and drive the fixes with product, pricing, and partner success.
• Become the voice of the customer in our cross-functional renewals group, so what you hear on the phone shapes how plans get built and priced.

Qualifications

• Someone who has built a sales or retention plan and then picked up the phone to run it yourself.
• Fluent in energy: rates, contracts, plans. You can walk a customer through a renewal without a script, and you've probably shopped for your own electricity plan.
• A trend-finder. Hand you a messy dump of customer records and you'll come back with the pattern and a proposed fix.
• Self-directed. You manage your own callbacks, reminders, and appointments, and you'd rather be judged on the outcome than the activity.
• Comfortable being the expert a customer would never normally get to talk to, and happy to do the ground-level work anyway.
• Having 7+ years experience in energy sales, retention, or account management.
• Based in the US, ideally Texas, and set up to work well remotely.
• Bonus if you speak Spanish!