Manager of Retention Strategy

Overview

Are you someone who can balance empathy with strategy and turn customer challenges into long-term loyalty? Do you thrive in fast-paced environments where innovation, automation, and human connection all play a critical role? Are you energized by solving problems, leading teams, and finding smarter ways to improve the customer experience?

We’re looking for a Manager of Retention Strategy
with a heavy focus on AI to help lead the future of customer loyalty and retention s role is far more than traditional customer retention—you’ll help build proactive, data-driven strategies that reduce churn, bridge the gap between pre-install and post-install phases, leverage new technology to create a seamless journey, protect revenue, and improve the overall customer experience. In this role, you’ll combine leadership, analytics, automation, and emotional intelligence to help identify customer risks before they happen, implement smarter AI-driven retention workflows that scale and create a high-touch customer experience that keeps people connected to Idea Tek long-term.

This role is open to candidates who live in the state of Kansas and are commutable to the Wichita, KS area every 2-3 weeks.

You’ll start your day reviewing customer retention trends, install pipeline activity, and AI-driven at-risk customer accounts—working to identify opportunities for proactive engagement before cancellations happen. Some days you’ll be coaching your team through complex customer conversations, reviewing AI-generated customer insights, or building smarter automation workflows to eliminate friction in the customer experience. Other days are spent bridging the gap – collaborating with Sales and Operations teams to reduce installation fallout, presenting predictive retention trends to leadership, or developing new loyalty initiatives designed to ensure the human touch remains at the center of our growth.

Throughout it all, your work will directly contribute to protecting revenue, improving customer satisfaction, and helping communities stay connected.

Key responsibilities include:

• Strategic Leadership & Mentorship:
  Lead and mentor a team of Retention Specialists. Design a holistic retention framework that eliminates silos between pre-install and post-install phases, ensuring a seamless customer journey from sale through long-term loyalty.
• End-to-End Lifecycle Management:
  Own the critical post-sale, pre-install experience to reduce pipeline slippage and buyer’s remorse. Build and optimize proactive workflows, "save" campaigns, and win-back initiatives across the entire customer lifecycle.
• AI & Automation Integration:
  Implement AI-driven tools and automation to streamline reporting and customer engagement. Use technology to scale outreach efficiently while maintaining the "human touch" in every interaction.
• Predictive Analytics & Data Insight:
  Utilize predictive analytics and behavioral data to identify at-risk accounts. Analyze churn trends and KPIs to develop automated yet high-touch retention playbooks that increase LTV.
• Cross-Functional Collaboration:
  
  Partner with Sales, Marketing, Operations, and support to create a "single source of truth" for customer health. Serve as the voice of the customer to leadership, identifying recurring pain points for process improvement.
• Escalation & Performance Optimization:
  Support escalated customer conversations with empathy and professional problem-solving. Manage loyalty incentives and promotional offers, balancing business impact with a superior customer experience.

What Will Help You Stand Out

• Experience implementing AI tools, workflow automation, or predictive analytics in customer-facing environments
• Experience with in telecommunications, SaaS, technology, subscription-based services, or customer lifecycle industries
• Familiarity with automation platforms such as Zapier or similar workflow tools
• Experience managing customer retention metrics, churn analytics, or customer lifecycle initiatives
• Experience leading customer loyalty, save desk, or customer advocacy programs
• Bachelor’s degree in Business, Marketing, Communications,…