Customer Retention Manager

A company is looking for a Customer Retention Manager to lead a team focused on saving at-risk memberships and reducing churn.

Key Responsibilities

Own team performance on retention KPIs and manage a team of Retention Specialists

Monitor call quality, provide feedback, and optimize workflows for cancellations and downgrades

Collaborate with cross-functional teams to resolve customer issues and improve retention strategies

Required Qualifications

3 to 5 years in customer retention or sales with at least 2 years managing a frontline team

Proven results in improving save rates and reducing churn in a subscription business

Data fluency and experience with KPI dashboards

Ability to implement and train teams in effective retention techniques

Willingness to work evenings and weekends as required