Manager, Customer Retention

Job Description

The Manager, Customer Retention is responsible for developing and executing strategies that reduce churn, strengthen customer loyalty, and improve the overall customer experience. This role leads retention initiatives across the customer lifecycle, using data, insights, and cross‑functional partnership to identify risk, address customer needs, and improve long‑term value. The ideal candidate is a strategic and hands‑on leader who can balance operational execution, performance analysis, and team development in a fast‑paced environment.

• Develop and execute customer retention strategies designed to reduce churn, improve customer satisfaction, and increase customer lifetime value.
• Lead day‑to‑day retention operations, including proactive outreach, save efforts, win‑back initiatives, and service recovery processes.
• Analyze customer behavior, churn trends, and performance data to identify risks, opportunities, and actionable insights.
• Partner with Customer Care, Marketing, Product, Sales, Analytics, and Operations teams to create and implement retention programs that align with business goals.
• Establish and monitor key performance indicators such as churn rate, save rate, customer satisfaction, retention conversion, and revenue impact.
• Coach, develop, and support retention team members to ensure high‑quality customer interactions, strong performance, and continuous growth.
• Review customer feedback, escalation trends, and operational challenges to identify process improvements and recommend solutions.
• Support testing and optimization of retention offers, messaging, scripts, workflows, and communication strategies.
• Prepare recurring reports, dashboards, and presentations for leadership that summarize retention performance, trends, risks, and opportunities.
• Ensure compliance with company policies, customer care standards, and applicable regulatory requirements.

• Bachelor’s degree in Business, Marketing, Communications, or a related field, or equivalent combination of education and experience.
• 5+ years of experience in customer retention, customer care, sales, loyalty, or related customer‑focused functions.
• 2+ years of leadership or people management experience.
• Experience using data and reporting to drive decision‑making and improve business performance.
• Strong understanding of customer lifecycle management, retention strategies, and churn mitigation practices.
• Demonstrated ability to lead cross‑functional initiatives and influence stakeholders at multiple levels.
• Excellent communication, problem‑solving, and organizational skills.
• Proficiency with CRM systems, reporting tools, and Microsoft Office applications, including Excel and PowerPoint.

• Experience in telecommunications, broadband, cable, subscription‑based services, or a high‑volume customer care environment.
• Knowledge of retention campaign testing, segmentation, and customer engagement strategies.
• Experience building performance dashboards and presenting results to leadership.
• Familiarity with call center operations, customer escalations, and service recovery best practices.
• Ability to manage multiple priorities and adapt quickly in a changing business environment.

• Reduction in voluntary and involuntary customer churn.
• Improvement in save rate, retention conversion, and customer satisfaction metrics.
• Increased effectiveness of retention programs, offers, and communication strategies.
• Stronger team performance, quality results, and employee development.
• Clear, accurate, and actionable reporting that supports leadership decision‑making.

• Health from Day One:
  Medical, dental, and vision plans start immediately.
• Protect What Matters:
  Life insurance for you and your loved ones.
• Recharge & Refresh:
  Generous paid time off for vacations, holidays, and personal days.
• Plan for Tomorrow: 401(k) with 100% company match (up to 5%) from day one.
• Extra Peace of Mind:
  Group legal plan and identity theft protection.
• Learn & Earn:
  Tuition reimbursement up to $5,250 in your first year.
• Give Back:
  Participate in community support programs across the U.S.
• Celebrate Wins:
  Recognition and award…