Customer Retention Lead

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