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Customer Retention Manager
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HomeShield Pest Control
Provo, UT (In Person)
$53,835 Salary, Full-Time
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Job Description
HomeShield Pest Control is looking for a Retention Manager to lead and grow our customer retention department. This role is responsible for protecting recurring revenue, reducing customer churn, coaching retention specialists, and creating a high-performance culture focused on saving customers and delivering an exceptional customer experience. The Retention Manager will oversee a team of 4-6 retention specialists handling cancellation requests, service concerns, billing objections, and customer save opportunities. Initially, this role will manage a team located in Anaheim, California remotely, with the opportunity to help build and expand a retention team in Provo. This position reports directly to the Chief Revenue Officer and plays a key role in the company's growth strategy. Responsibilities
- Lead, coach, and develop a team of retention specialists
- Conduct regular one-on-one coaching sessions and performance reviews
- Monitor daily retention activity and team performance
- Review calls and provide coaching on objection handling and customer communication
- Drive monthly save rate and revenue retention goals
- Track cancellation trends and identify opportunities for improvement
- Partner with Operations, Customer Support, Sales, and Marketing to reduce customer churn
- Develop and implement retention campaigns, save offers, and customer win-back strategies
- Maintain accurate reporting on retention performance and key metrics
- Assist with hiring, onboarding, and training future retention team members
- Create accountability and performance standards within the department What Success Looks Like
- Increased customer save rates
- Reduced customer churn
- Strong team performance and accountability
- Improved customer experience during cancellation interactions
- Consistent achievement of revenue retention goals
- Development of a scalable retention program that supports company growth Qualifications
- 3+ years of leadership experience in sales, retention, customer service, call center management, or account management
- Proven experience coaching and developing team members
- Strong communication and conflict resolution skills
- Ability to analyze performance metrics and make data-driven decisions
- Experience managing KPIs and holding employees accountable to performance expectations
- Strong organizational and time management skills
- Comfortable working in a fast-paced, high-volume environment
- Experience with CRM systems and call center technology preferred Compensation
- $65,000 annual base salary
- Performance bonus based on retention department results
- Expected total compensation of $75,000-$90,000
- Medical, dental, and vision benefits
- Paid time off
- 401K
- Growth opportunities within a rapidly expanding organization About HomeShield HomeShield Pest Control is one of the fastest-growing pest control companies in the country, serving customers throughout California and Florida.