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Base is a next-generation power company deploying distributed battery networks to transform the electrical grid into a resilient, decentralized system. You will own the post-sale member experience, sitting at the intersection of product management and customer lifecycle education.
Your core responsibility is ensuring members never regret their commitment to Base. This means anticipating their questions, guiding them through onboarding and installation, and continuously deepening their engagement with their Base system. You will own all product experiences members encounter in the app and dashboard, design and manage post-sale automated communication sequences across email, SMS, and push, maintain and improve the Help Center, and build self-serve knowledge resources that reduce inbound support volume.
Key responsibilities include: mapping the full post-sale member journey to identify friction points and opportunities for product intervention; designing in-product experiences (tooltips, notifications, educational prompts) that keep members informed; translating complex energy concepts into simple, accessible product experiences; building and optimizing lifecycle communication flows in CRM and automation platforms; and collaborating cross-functionally with Engineering, Design, and Operations to ensure product decisions reflect real member behavior and technical constraints.
You will be measured on reducing contact volume, increasing net promoter score, driving app engagement, and improving member retention. This is a hands-on role requiring both strategic thinking and tactical execution—you'll audit communication sequences, manage product backlogs, and present strategy to leadership.
Base operates in-person with a startup pace where priorities shift quickly. The Member Experience team is deeply customer-obsessed and cross-functional, surfacing member insights that inform company-wide priorities. You'll work in a mission-driven environment focused on rebuilding the electrical grid.
