Retention Manager

Job Description

Job Description

We are in business every day to create happiness and peace of mind. These are the principles on which we built our company, and this is what continues to drive us today.

About the Role:

The Retention Manager leads HomeShield's customer retention department, with the primary objectives of reducing customer churn, protecting recurring revenue, improving the customer experience, implementing sales initiatives and developing a high-performing retention team. This role owns the day-to-day performance of the Retention Team, establishes consistent processes and accountability, coaches and develops Retention Specialists, and helps build a scalable retention operation in Provo.

In addition to leadership responsibilities, the Retention Manager remains personally involved in retention opportunities, win-back campaigns, and new sales opportunities.

Minimum Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 3+ years of experience in customer retention, customer success, or related roles.
• Proficiency in data analysis and customer relationship management (CRM) tools.
• Strong communication and interpersonal skills to effectively collaborate with diverse teams.
• Demonstrated ability to develop and implement successful retention strategies.

Preferred Qualifications:

• Experience in the technology, SaaS, or subscription-based industries.
• Advanced knowledge of marketing automation platforms and analytics software.
• Project management certification or experience leading cross-functional projects.
• Familiarity with customer journey mapping and lifecycle marketing.
• Master’s degree in a relevant discipline.

Responsibilities:

• Lead, coach, and develop HomeShield's Retention Team.
• Hire, onboard, and train future Retention Specialists.
• Drive the department toward a 40% or greater True Save Rate.
• Help define reporting to support True Save Rate metric.
• Monitor daily retention activity, customer interactions, and call quality.
• Conduct regular call reviews and coach Retention Specialists on objection handling and save strategies.
• Establish clear retention processes, scripts, reporting, and accountability.
• Reduce customer churn and protect recurring customer revenue.
• Reduce unnecessary reliance on service holds or pauses as a retention strategy.
• Reduce unnecessary refunds and account credits.
• Develop processes to ensure customers placed on hold successfully return to active service.
• Identify recurring cancellation reasons and work cross-functionally to address root causes.
• Identify appropriate opportunities for new sales, win-back campaigns, and additional customer revenue.
• Partner with Operations, Customer Support, Sales, and Marketing to improve customer experience and retention.

Skills:

The Retention Manager uses analytical skills daily to interpret customer data and identify actionable insights that inform retention strategies. Strong communication skills are essential for collaborating with internal teams and crafting compelling messaging that resonates with customers. Proficiency with CRM and marketing automation tools enables the manager to segment audiences and deliver personalized campaigns efficiently. Problem-solving skills are applied to address customer concerns proactively and improve overall satisfaction. Additionally, project management and organizational skills help coordinate multiple initiatives simultaneously, ensuring timely execution and measurable results.