Manager, Customer Retention

This is a fully remote position, open to applicants in Texas.

📋 Description

• Develop and implement strategies aimed at retaining customers to minimize churn, enhance customer satisfaction, and boost customer lifetime value.

• Oversee daily retention operations, which include proactive outreach, save initiatives, win-back programs, and service recovery efforts.

• Analyze customer behavior, churn patterns, and performance metrics to uncover risks, opportunities, and actionable insights.

• Collaborate with teams from Customer Care, Marketing, Product, Sales, Analytics, and Operations to design and execute retention programs that align with business objectives.

• Establish and track key performance indicators such as churn rate, save rate, customer satisfaction levels, retention conversion, and revenue impact.

• Mentor, develop, and support members of the retention team to ensure high-quality customer interactions, robust performance, and ongoing growth.

• Review customer feedback, escalation patterns, and operational hurdles to identify areas for process improvements and propose solutions.

• Assist in testing and optimizing retention offers, messaging, scripts, workflows, and communication strategies.

• Prepare regular reports, dashboards, and presentations for leadership that summarize retention performance, trends, risks, and opportunities.

• Ensure adherence to company policies, customer care standards, and relevant regulatory requirements.

⛳️ Requirements

• Bachelor’s degree in Business, Marketing, Communications, or a related field, or a comparable combination of education and experience.

• 5+ years of experience in customer retention, customer care, sales, loyalty, or similar customer-centric roles.

• At least 2 years of experience in a leadership or people management capacity.

• Proven experience in utilizing data and reporting to inform decision-making and enhance business performance.

• Strong knowledge of customer lifecycle management, retention techniques, and churn reduction strategies.

• Demonstrated capability to lead cross-functional projects and influence stakeholders at various levels.

• Exceptional communication, problem-solving, and organizational abilities.

• Proficient in CRM systems, reporting tools, and Microsoft Office applications, including Excel and PowerPoint.

🏝️ Benefits

• 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 awards programs highlight your achievements.

• Grow Your Career: Clear advancement opportunities.

• Team Vibes: Collaborative work environment where ideas and teamwork thrive.