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Base is a distributed energy storage company rebuilding America's power grid through a network of batteries that transform centralized grid infrastructure into a resilient, abundant system. As Growth Retention Lead on the Member Experience team, you will own the end-to-end retention strategy and execution for Base's members, blending product thinking with hands-on customer engagement.
You will design and build detection systems, automations, and workflows that identify at-risk members early and intervene before churn occurs. Key responsibilities include managing contract renewal processes to ensure seamless continuity, intervening with members considering cancellation to understand their needs and craft scalable solutions, and running win-back campaigns for members who have signaled intent to leave. You'll also oversee the onboarding-to-loyalty journey, ensuring new members feel supported from signup through service enrollment, and serve as an escalation point for complex or urgent issues requiring cross-team coordination.
The role requires comfort with data-driven decision-making and building automations rather than purely manual queue management. You'll partner closely with Finance, Legal, and Engineering to design retention processes that scale operationally and align with contractual terms. As the voice of members back to the company, you'll gather and synthesize feedback to inform product, service, and policy improvements that strengthen long-term loyalty.
Base operates as a fast-paced startup where priorities shift quickly. The team is deeply customer-obsessed and cross-functional, with strong visibility into how different departments connect. You'll work in-person in Austin, collaborating intensely with colleagues who are all-in on the mission of rebuilding the grid.
