Retention Strategy Manager

IdeaTek

Manager of Retention Strategy leading team and implementing AI-driven customer retention initiatives at IdeaTek, a telecommunications company. Focus on data-driven strategies to improve customer experience.

Posted 6/2/2026full-timeWichita • Kansas • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead and mentor a team of Retention Specialists.
Design a holistic retention framework that eliminates silos between pre-install and post-install phases, ensuring a seamless customer journey from sale through long-term loyalty.
Own the critical post-sale, pre-install experience to reduce pipeline slippage and buyer’s remorse.
Build and optimize proactive workflows, "save" campaigns, and win-back initiatives across the entire customer lifecycle.
Implement AI-driven tools and automation to streamline reporting and customer engagement.
Utilize predictive analytics and behavioral data to identify at-risk accounts.
Analyze churn trends and KPIs to develop automated yet high-touch retention playbooks that increase LTV.
Partner with Sales, Marketing, Operations, and support to create a "single source of truth" for customer health.
Serve as the voice of the customer to leadership, identifying recurring pain points for process improvement.
Support escalated customer conversations with empathy and professional problem-solving.
Manage loyalty incentives and promotional offers, balancing business impact with a superior customer experience.

Requirements

What you’ll need

5+ years of experience in Customer Service, Customer Success, Account Management, Marketing, Retention, or related fields
2+ years of leadership or team management experience
Experience building and utilizing AI-driven tools, automation platforms, and CRM systems – such as Zoho, HubSpot, Salesforce, etc. – to scale customer engagement.
Experience managing cross-functional customer lifecycle transitions, such as bridging the gap between Sales, Install, and Support teams.
Strong communication, relationship-building, and conflict resolution skills
Ability to manage escalated customer situations with empathy, professionalism, and composure
Strong analytical thinking and problem-solving abilities with the ability to translate churn data into proactive "save" strategies.
Ability to work cross-functionally in fast-paced and evolving environments
Strong organizational skills with the ability to manage multiple priorities simultaneously
Ability to translate complex technical or billing information into clear, customer-friendly communication

Benefits

Comp & perks

Competitive pay + bonus potential
Medical, dental, vision, life, and 401k with match
Free coaching/counseling for employees & families
Free internet service (if available in your area) or internet reimbursement
Tuition reimbursement for personal and professional growth
Community engagement opportunities
Culture that values results, effort, and integrity

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 & Tools

customer retentionpredictive analyticschurn analysisautomated retention playbooksAI-driven toolsautomation platformsCRM systemsdata analysisworkflow optimizationcustomer engagement

Soft Skills

leadershipcommunicationrelationship-buildingconflict resolutionempathyproblem-solvingorganizational skillsanalytical thinkingprofessionalismcomposure