Retention Manager - ISC
Listed on 2026-01-17
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Customer Service/HelpDesk
Customer Success Mgr./ CSM, Client Relationship Manager
This position is a hybrid position working out of our Rocklin, CA office located at: 6020 W Oaks Blvd., Rocklin, CA 95765
When you work for Ameri Gas, you become a part of something BIG! Founded in 1959, Ameri Gas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.
Applications for this position will be accepted until February 3rd, 2026.
Position SummaryThe Inside Sales Manager – Retention leads Ameri Gas's residential customer retention strategy by managing 3endi‑5 retention teams within the Inside Sales Center. This role owns churn reduction initiatives, proactive customer save programs, and territory‑level retention analytics. Working collaboratively with field distribution, service teams, and the internal Relationship Management Team, this position identifies at‑risk customers, implements AI‑powered retention interventions, and develops targeted save strategies to protect and grow market share Durch period.
The ideal candidate is a self‑starter with proven large‑scale retention expertise who can operate effectivelyössä in a call center environment while driving measurable improvements in customer lifetime value.
- Self‑starter with strong initiative to identify opportunities, launch projects, and drive them to completion without constant oversight
- Proactive problem‑solver who anticipates customer churn risks and implements patched‑prevention strategies
- Analytical thinker who uses data to identify patterns, segment at‑risk customers, and measure retention program effectiveness
- Highly collaborative with ability to partner across field operations, service, marketing, and technology teams
- Results‑driven with strong accountability for retention metrics and revenue protection
- Effective coach and trainer who develops retention skills in call center representatives
- Customer‑centric mindset with deep understanding of residential customer needs and pain points
Essential functions document the key responsibilities required to achieve results. The following represent the primary duties that consume the majority of work time:
Owns residential customer churn reduction through data‑driven analysis of customer behavior, territory‑level retention trends, and at‑risk customer identification. Develops and delivers retention performance reports by region and service territory, identifying specific locations with high churn rates and implementing targeted save programs. Uses analytical insights to create proactive retention plans and measure program effectiveness against churn rate KPIs.
Leads 3‑5 retention teams (15‑25 representatives) in executing proactive and reactive customer save strategies. Trains call center agents on retention techniques, objection handling, win‑back strategies, and customer empathy. Creates coaching programs, quality standards, and performance metrics that drive accountability for individual and team retention results.
Collaborates with internal Relationship Management Team to leverage AI technology for early identification of at‑risk customers. Designs and executes proactive outreach campaigns targeting customers showing churn signals before they defect. Manages lost customer feedback collection, win‑back campaigns, and develops retention offers that address root causes of customer dissatisfaction.
Works closely with field distribution and service teams to identify operational issues causing customer churn such as delivery problems, service quality concerns, or billing disputes. Facilitates root cause analysis of customer defection patterns and collaborates on process improvements that prevent future churn. Provides field teams with retention insights and customer feedback to improve service delivery.
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