Customer Retention Manager

Customer Retention Manager Location: The Woodlands, TXType: Fully In officeSchedule: Full-time: evenings, weekends & holidays as neededRESPONSIBILITIESCustomer Save & Call HandlingServe as the primary point of contact for inbound cancellation and downgrade calls, applying active listening and consultative techniques to retain subscribers and reduce voluntary churn.Diagnose the underlying reason for each cancellation request (price, service quality, competitive offer, move-out, billing dispute, technical issue) and select the most effective save approach for the situation.Apply approved save offers " credits, plan adjustments, promotional pricing, equipment upgrades " within established authority levels and escalate exceptions appropriately.Document all retention interactions, save offers extended, and outcomes accurately in the company CRM platform.Program Development & CoachingDevelop, document, and continuously refine save offer playbooks, talk tracks, escalation paths, and retention workflows aligned with company pricing, brand standards, and service expectations.Mentor and coach a small team of retention specialists through call monitoring, side-by-side coaching, performance feedback, and development planning.Maintain working knowledge of company products, service plans, promotions, and competitor offerings within assigned markets to position the most effective savings offer for each customer interaction.Reporting & Cross-Functional PartnershipEstablish and track retention KPIs including save rate, revenue retained, offer mix, call quality, and first call resolution while reporting results to leadership on a weekly and monthly cadence.Investigate root causes of customer cancellations and partner cross functionally with operations, billing, marketing, and sales teams to drive corrective action.Coordinate with billing and accounting teams regarding credits, prorations, and adjustments associated with retention offers while ensuring compliance with company financial controls.Participate in operational and marketing reviews where retention insight may influence pricing, packaging, or service strategy.REQUIREMENTSExperience & SkillsHigh School Diploma or GED required.4+ years of customer-facing experience in retention, customer service, inside sales, or account management, with demonstrated success retaining or expanding customer accounts.1+ year of formal or informal team leadership experience (team lead, senior specialist, or working manager role).Proven ability to handle difficult customer conversations with empathy, professionalism, and a problem-solving mindset.Strong working knowledge of customer save techniques, objection handling, and offer-based negotiation.Proficient with Salesforce or a comparable CRM, including documentation, reporting, and case management.Comfortable working with call metrics, dashboards, and spreadsheets to analyze performance and identify trends.Preferred QualificationsBachelor's degree in Business, Communications, Marketing, or a related field.Prior experience in telecommunications, broadband, cable, ISP, utility, or subscription services strongly preferred.Experience standing up a new retention function, save desk, or customer save program from the ground up.Familiarity with Calix, MAUI, billing platforms, or other ISP operational systems.