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.
PRIMARY 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
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.
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.
PRIMARY 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
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.