Customer Retention Manager

Job Summary

A company is looking for a Customer Retention Manager to lead a team focused on improving membership retention 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 track impact and implement retention strategies

Required Qualifications

• 3 to 5 years of experience in customer retention or sales, with at least 2 years in a management role
• Proven success in improving save rates and reducing churn in a subscription-based business
• Strong coaching skills and experience in performance management
• Data fluency and experience with CRM and contact center tools
• Ability to work flexible hours, including evenings and weekends