Overview
POSITION SUMMARY:
The Customer Retention Lead is a player-coach responsible for protecting and growing revenue through elite retention performance while mentoring and elevating the Retention Specialist team. This role balances 60% personal production with 40% leadership, coaching, and operational ownership.
Responsibilities Production & Revenue Retention (60%)
Personally manage inbound and outbound retention (save) opportunities
Consistently exceed save rate and retained revenue targets
Lead high-skill retention conversations, including objection handling and negotiation
Close escalated and high-value retention cases
Maintain accurate CRM documentation and strong pipeline hygiene
Resolve misprocessed accounts to protect revenue and customer experience
Analyze retention data to identify trends and issues impacting save performance
Leadership, Coaching & Mentorship (40%)
Coach Retention Specialists through call reviews, feedback, and deal strategy
Support onboarding and ramp-up of new hires
Train and reinforce new and updated SOPs
Uphold performance standards, accountability, and best practices
Manage the call queue to ensure proper coverage and efficiency in the Manager’s absence
Strategize queue management and workload distribution
Review call logs and cases with the team in the Manager’s absence
Identify and address processing errors to prevent repeat issues
Support representatives in improving accuracy and execution
Assist the Manager in maintaining team morale, engagement, and daily focus
Partner with the Department Manager on performance improvement and development plans
Qualifications Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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The Customer Retention Lead is a player-coach responsible for protecting and growing revenue through elite retention performance while mentoring and elevating the Retention Specialist team. This role balances 60% personal production with 40% leadership, coaching, and operational ownership.
Responsibilities Production & Revenue Retention (60%)
Personally manage inbound and outbound retention (save) opportunities
Consistently exceed save rate and retained revenue targets
Lead high-skill retention conversations, including objection handling and negotiation
Close escalated and high-value retention cases
Maintain accurate CRM documentation and strong pipeline hygiene
Resolve misprocessed accounts to protect revenue and customer experience
Analyze retention data to identify trends and issues impacting save performance
Leadership, Coaching & Mentorship (40%)
Coach Retention Specialists through call reviews, feedback, and deal strategy
Support onboarding and ramp-up of new hires
Train and reinforce new and updated SOPs
Uphold performance standards, accountability, and best practices
Manage the call queue to ensure proper coverage and efficiency in the Manager’s absence
Strategize queue management and workload distribution
Review call logs and cases with the team in the Manager’s absence
Identify and address processing errors to prevent repeat issues
Support representatives in improving accuracy and execution
Assist the Manager in maintaining team morale, engagement, and daily focus
Partner with the Department Manager on performance improvement and development plans
Qualifications Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr