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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 their journey from onboarding to renewal. You'll build the systems, automations, and workflows that catch and address risk before it ever materializes – and work directly with members at the highest risk of churning. This role blends product and process thinking with hands-on member facing work. You will use data, creative problem-solving, and clear communication to reduce churn at scale, not just member by member.

Responsibilities

Design and build tools, triggers, and workflows that flag at-risk members early and intervene automatically.
Manage the system for upcoming contract renewals, ensuring members seamlessly continue with Base.
Intervene when members consider leaving, understand their needs, and craft scalable solutions that rebuild confidence.
Build strong relationships with members, proactively addressing concerns to keep satisfaction and loyalty high.
Engage members who have signaled intent to cancel or switch away, working to reestablish trust and retain their business.
Ensure systems guide new members through their early stages, from signing up to enrolling in services.
Act as a problem-solver for complex or urgent issues, working across teams to deliver quick, thoughtful resolutions.
Gather and share feedback to help shape better experiences, services, and policies across the company.
Partner with Finance, Legal, and Engineering to design retention processes that scale and align with terms and capabilities.

Requirements

2-8 years of experience in operations, product management, or program management for customer success, retention, account management, or sales functions.
Comfort owning outcomes end-to-end.
Interest in using data and tools to build automations and processes.
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.
Not afraid to work through a queue of high risk members.
Strong writing skills with excellent grammar, tone, and clarity.
Comfortable with ambiguity and a fast-paced environment to quickly adapt to changes.
Tech savvy, with a knack for quickly building and mastering new tools and systems.
Team player motivated by the mission who always puts the company’s best interests first.

Skills

Data analysis
Creative problem-solving
Clear communication
Automation
Process building
Customer success
Retention strategies
Account management
Sales
Escalation management
Persuasion
Writing
Adaptability
Tech savviness
Teamwork

Location

Onsite

Work Type

Full-time

Experience Level

2-8 years

About the Company

Base is America’s next-generation power company, rebuilding the foundation of modern civilization–electricity–by deploying a vast network of distributed batteries that is transforming today’s fragile, centralized grid into a resilient and abundant system.
We are engineers, operators, and creatives solving some of the most complex, interdisciplinary challenges of our time.