Manager, Customer Retention

Cable ONE

Manager of Customer Retention responsible for reducing churn and improving customer loyalty at broadband communications provider. Leading strategies to enhance customer experience and support team performance.

Posted 7/26/2026full-timeRemote • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in developing and executing customer retention strategies, analyzing customer behavior, and leading cross-functional initiatives to enhance customer satisfaction and reduce churn. Proficient in utilizing data-driven insights to inform decision-making and optimize retention programs.

Highest-signal resume keywords

Customer Retention StrategiesChurn Mitigation PracticesCross-Functional LeadershipData Analysis and ReportingCRM Systems Proficiency

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Lifecycle ManagementRetention Conversion MetricsKey Performance IndicatorsPerformance Data AnalysisProcess Improvement

Soft Skills

Excellent CommunicationProblem-SolvingOrganizational SkillsCoaching and Development

Tools & Technologies

CRM SystemsReporting ToolsMicrosoft ExcelMicrosoft PowerPoint

Industry Keywords

Customer SatisfactionCustomer Care StandardsRetention ProgramsSave EffortsWin-Back Initiatives

About the role

Key responsibilities & impact

Develop and execute customer retention strategies designed to reduce churn, improve customer satisfaction, and increase customer lifetime value.
Lead day-to-day retention operations, including proactive outreach, save efforts, win-back initiatives, and service recovery processes.
Analyze customer behavior, churn trends, and performance data to identify risks, opportunities, and actionable insights.
Partner with Customer Care, Marketing, Product, Sales, Analytics, and Operations teams to create and implement retention programs that align with business goals.
Establish and monitor key performance indicators such as churn rate, save rate, customer satisfaction, retention conversion, and revenue impact.
Coach, develop, and support retention team members to ensure high-quality customer interactions, strong performance, and continuous growth.
Review customer feedback, escalation trends, and operational challenges to identify process improvements and recommend solutions.
Support testing and optimization of retention offers, messaging, scripts, workflows, and communication strategies.
Prepare recurring reports, dashboards, and presentations for leadership that summarize retention performance, trends, risks, and opportunities.
Ensure compliance with company policies, customer care standards, and applicable regulatory requirements.

Requirements

What you’ll need

Bachelor’s degree in Business, Marketing, Communications, or a related field, or equivalent combination of education and experience.
5+ years of experience in customer retention, customer care, sales, loyalty, or related customer-focused functions.
2+ years of leadership or people management experience.
Experience using data and reporting to drive decision-making and improve business performance.
Strong understanding of customer lifecycle management, retention strategies, and churn mitigation practices.
Demonstrated ability to lead cross-functional initiatives and influence stakeholders at multiple levels.
Excellent communication, problem-solving, and organizational skills.
Proficiency with CRM systems, reporting tools, and Microsoft Office applications, including Excel and PowerPoint.

Benefits

Comp & perks

Health from Day One: Medical, dental, and vision plans start immediately
Protect What Matters: Life insurance for you and your loved ones
Recharge & Refresh: Generous paid time off for vacations, holidays, and personal days
Plan for Tomorrow: 401(k) with 100% company match (up to 5%) from day one
Extra Peace of Mind: Group legal plan and identity theft protection
Learn & Earn: Tuition reimbursement up to $5,250 in your first year
Give Back: Participate in community support programs across the U.S.
Celebrate Wins: Recognition and awards programs highlight your achievements
Grow Your Career: Clear advancement opportunities
Team Vibes: Collaborative work environment where ideas and teamwork thrive