Retention Manager

Description

Position Summary

The Sales Manager is a revenue-critical leader responsible for building and driving a high-performance team of Retention Leads and Specialists. This role owns the full retention revenue line - identifying at-risk clients, executing targeted save strategies, and converting cancellation conversations into renewals and upsell opportunities. The ideal candidate is a proven sales leader who uses data to find opportunity, coaches teams to close, and treats every at-risk client as an active sales engagement.

Key Responsibilities

Revenue Performance & Sales Execution

• Own retention revenue targets; consistently meet and exceed monthly, quarterly, and annual KPIs for save rate, revenue recovered, and upsell attach rate.
• Lead the team to approach every client interaction as a consultative sales conversation — uncovering needs, overcoming objections, and closing the save.
• Identify and act on upsell and cross-sell opportunities within the at-risk client base to grow revenue per account.
• Drive urgency and accountability through daily pipeline reviews, real-time coaching, and performance dashboards.

Team Leadership & Sales Coaching

• Build, develop, and inspire a team of Retention Leads and Specialists with a relentless focus on closing skills, objection handling, and revenue contribution.
• Deliver structured weekly performance coaching grounded in call reviews, conversion data, and individual sales metrics.
• Create a competitive, high-energy team culture that celebrates wins, learns from losses, and drives continuous improvement.
• Conduct meaningful annual performance reviews tied to revenue outcomes and sales growth
• Actively participate in recruiting and hiring top sales talent for the retention team.

Data-Driven Strategy

• Analyze churn signals, client behavior data, and pipeline trends to proactively identify at-risk segments before they escalate to cancellation.
• Design and execute targeted retention campaigns and outbound save strategies based on client value, tenure, and risk score.
• Track and report key revenue metrics: save rate, revenue at risk, recovered revenue, and team-level conversion rates.
• Audit team activity and strategy adherence to ensure alignment with revenue goals and proven sales methodology.

Cross-Functional Revenue Collaboration

• Partner with Sales, Client Care, and Product teams to align on client value messaging, competitive positioning, and retention offers.
• Serve as the voice of the at-risk client - sharing insights that drive product improvements, pricing adjustments, and service enhancements.
• Ensure seamless handoffs and communication across departments to protect and grow the client revenue base.

Operations & Compliance

• Maintain current knowledge of all policies, products, and procedures; cascade updates to the team with urgency and accuracy.
• Administer escalated client interactions and internal coaching requests with a resolution-focused, revenue-protective mindset.
• Ensure all administrative and compliance requirements are met without sacrificing sales momentum.
• Other duties as assigned.

Requirements

• A minimum of an associate’s degree required, bachelor’s or beyond preferred
• At least five (5) years of management experience in a sales, tele-sales, or revenue-focused retention environment
• Demonstrated track record of meeting or exceeding revenue targets and leading teams to consistent quota attainment
• Strong command of sales methodology, objection handling, and consultative closing techniques
• Data-driven mindset with the ability to translate contact center analytics into actionable sales strategy
• Exceptional verbal and written communication skills; a persuasive communicator and confident coach
• Advanced conflict resolution skills with the ability to de-escalate and redirect toward a sales outcome
• Proficiency in CRM platforms, contact center technology, and MS Office365
• Highly reliable with strong attendance and a results-oriented work ethic

Core Competencies

• Sales Leadership & Revenue Ownership
• Consultative Selling & Objection Handling
• Data Analysis & Pipeline Strategy
• Performance Coaching & Team Development
• Competitive Drive & Accountability
• Cross-Functional Revenue Collaboration
• Work Environment & Physical Requirements

Perks of Joining our Team:

• 70,000 - 80,000 annually plus bonuses
• Comprehensive health coverage – medical, dental, and vision plans
• Paid Time Off
• Life insurance
• Opportunities for growth and advancement through internal promotion potential

Work Environment & Physical Requirements: 

Typical environment: cubicle setting, air-conditioned, moderate noise level with extended phone and computer usage.

Physical requirements: Ability to sit for extended periods, speak on the phone for long durations, and perform sustained keyboard and computer use. Occasional lifting up to 10 lbs.

We are an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other protected characteristic as outlined by federal, state, or local laws.