Customer Success & Retention Specialist

Brief Description

The Customer Success & Retention Specialist is responsible for strengthening customer relationships and helping reduce customer attrition by proactively identifying and re‑engaging dormant and at‑risk accounts. This role will connect directly with customers to understand why business has declined or stopped, address concerns, identify opportunities to rebuild the relationship, and ultimately transition re‑engaged customers back to Sales representatives.

Success in this role requires a strong customer mindset, persistence, curiosity, and the ability to build trust and uncover the underlying reasons behind changes in customer activity.

• Proactively identify and engage dormant, inactive, and at‑risk customer accounts using sales activity and customer data.
• Connect directly with customers to understand why purchasing activity has declined or stopped and identify barriers to continuing the relationship.
• Listen to and document customer feedback, concerns, and unmet needs, coordinating internally to help resolve issues where appropriate.
• Develop targeted approaches to re‑engage customers and rebuild relationships with PCS.
• Identify opportunities to reactivate customer activity and transition re‑engaged accounts back to the appropriate Sales representative for ongoing relationship management.
• Partner closely with Sales, Pricing, Operations, and other teams to address customer issues that may be contributing to attrition.
• Maintain disciplined records of customer outreach, feedback, follow‑up actions, and account status within the CRM or applicable tracking tools.
• Track customer reactivation and retention results and identify recurring themes or trends contributing to customer attrition.
• Share customer insights with Sales and leadership to help improve the overall customer experience and strengthen long‑term customer relationships.

• Experience in customer success, account management, customer retention, inside sales, or another customer‑facing commercial role.
• Strong relationship‑building and communication skills with the ability to establish trust quickly.
• Naturally curious and comfortable asking questions to understand the root cause of customer concerns or disengagement.
• Persistent and comfortable proactively reaching out to customers who may no longer be actively engaged.
• Strong problem‑solving skills and ability to coordinate across teams to resolve customer issues.
• Highly organized with disciplined follow‑through and experience managing multiple accounts or customer relationships simultaneously.
• Comfortable working with CRM systems, customer data, and sales activity to prioritize outreach and measure results.
• Experience in mobile devices, consumer electronics, technology, or a related industry is preferred.

• Act like owners.
• Are continually raising the bar.
• Are sincerely open‑minded and willing to examine their strongest convictions with humility.
• Nurture and embrace differing perspectives to make better decisions.

• Competitive salary.
• Opportunities for professional growth and development.
• A supportive and collaborative work environment.
• Comprehensive benefits package.

We are an Equal Opportunity Employer. All qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin will be considered. No qualified applicants will be discriminated against on the basis of disability or protected veteran status.

We provide a comprehensive benefits package designed to support the well‑being of our employees, including health insurance, paid time off, retirement benefits, and life and disability insurance. Employees also enjoy a collaborative “me for we” work environment, along with additional benefits and perks. The annual salary range for this position is $59,500 - $80,500, with the final salary determined based on experience, qualifications, skills, and other job‑related factors.

Founded in 2001, by two visionary traders, PCS Wireless, affectionately known as “PCS”, is not your average mobile distributor.…