Customer Retention Lead

Description

Location: In Office

Employment Type: Full-time

Compensation : $25-28/hr DOE

Role:

The Customer Retention Lead is responsible for helping PRIME customers maintain their

recurring compliance services by proactively resolving payment issues, preventing service

interruptions, and securing renewals and saves at risk of cancellation. This role oversees an

offshore retention team of three to five representatives, ensuring adherence to established

processes, quality standards, and customer experience expectations. This is not an escalation-

only role; this position is accountable for the day-to-day performance of the retention team, the

protection of recurring revenue, and the continuous improvement of retention workflows in

partnership with the Business Solutions Manager.

The Customer Retention Lead brings a strong foundation in customer retention, team

leadership, and recurring revenue operations within a fast-paced, highly transactional

environment. This role requires strong ownership, coaching ability, and the balance of judgment

and discipline needed to protect at-risk revenue while preserving a positive customer

experience.

Our Mission: We aim to serve, advise, and support entrepreneurs every day.

Why You’ll Love Working Here:

• Impact at scale: Your work will shape the experience of thousands of entrepreneurs working with PRIME.
• Autonomy + Accountability: You’ll be trusted to lead, experiment, and deliver results — no micromanagement, just momentum .
• Collaborative Culture: You’ll work alongside creative thinkers, engineers, and business leaders who care deeply about customer success and innovation.
• Modernization Mission: You’ll play a key role in bringing advanced tech, analytics, and discipline to a growing organization — setting the foundation for the next generation of PRIME’s digital ecosystem.

Benefits & Perks

• Competitive Compensation + performance based bonuses
• Comprehensive Health Coverage - Medical, dental, and vision
• Paid Time Off - Generous PTO, sick days, and paid holidays
• 401k with Company match (we match up to 4%)
• Parental Leave - Paid leave for new parents
• Impact-Driven Culture - Small team, big mission
• Gym Pass - Company sponsored access to local gyms
• Free soda and snacks
• Discounts on Cellular/Wireless bills
• Robust Employee Resource Program with tele-health and more

Requirements

Embracing a fast-paced environment while leading a retention team and engaging in meaningful

customer interactions to protect recurring compliance services. Typical day-to-day

responsibilities include:

• Lead the recurring retention team with a focus on customer success, service continuity, and recurring revenue protection
• Coach and develop an offshore retention team of three to five representatives, ensuring adherence to SOPs, quality standards, and communication best practices
• Help customers resolve recurring payment issues including expired payment methods, insufficient funds, declined transactions, and other billing-related issues
• Educate customers on the importance of maintaining active services to keep their business entities compliant with state requirements
• Address customer complaints and cancellation requests with the goal of increasing satisfaction and securing renewals and saves
• Offer discounts, promotions, or special retention deals within pre-established authority limits to preserve at-risk accounts
• Communicate with customers through Dailer.io, text message, and email to resolve payment issues and maintain active subscriptions
• Monitor retention metrics, save rates, and recurring revenue performance across the team and at the individual representative level
• Identify trends in failed payments and cancellations, and recommend process improvements to increase customer retention
• Contribute to the development of retention processes, procedures, playbooks, and quality standards

Accountabilities:

• Demonstrate the ability to lead, coach, and develop a small team to consistent, measurable retention outcomes
• Show a clear track record of recovering payments, resolving billing issues, and securing renewals or saves on at-risk accounts
• Act as a highly effective cross-functional partner across Customer Support, Renewals, Fulfillment, and Business Solutions
• Organize retention, save, and payment failure data into clear, actionable insights for the Business Solutions Manager
• Maintain a strong execution mindset with a focus on accuracy, accountability, and continuous improvement
• Exercise sound judgement in applying discounts, promotions, and save offers with pre- established authority limits

Minimum Education Requirements:

• High School Diploma or equivalent

Minimum Experience Requirements:

• Strong computer skills; proficiency Google Suite, and assorted calendar applications
• Outstanding written and verbal communication skills
• 3+ years of experience in Customer Service, Customer Success, or Retention as an individual contributor
• Previous leadership, team lead, or informal leadership experience preferred
• Highly organized with a strong attention to detail

Required Outside Training:

None

Physical requirements:

The work environment characteristics and associated physical demands described here are

representative of those that must be met by an employee to successfully perform the essential

functions of this job. Reasonable accommodation may be made to enable individuals with

disabilities to perform the essential functions of the job.

• Prolonged periods of sitting at a desk, working on a computer, and taking phone calls
• Must be able to lift 25 pounds periodically
• Must be able to access and navigate each department at the organization’s facilities
• Travel (less than 10% annually) may be required for sales support, training, and/or professional development