Customer Engagement & Retention Manager

About the role

The Customer Engagement & Retention Manager is responsible for identifying, preventing, and responding to customer churn across Skywire's Commercial and Residential customer base. This role combines customer empathy, analytical discipline, operational follow-through, and commercial judgment.

Responsibilities

• Build and maintain a churn-risk framework using service history, tickets, billing issues, tenure, contract status, complaints, missed appointments, and downgrades. Flag high-risk customers and segments before cancellation requests come in, and produce prioritized outreach lists for Care and Sales.
• Work with internal teams to improve data quality and turn customer patterns into clear insights for leadership.
• Proactively design and run targeted retention campaigns for at-risk Residential and Commercial accounts, including segment-specific plays for small business, larger commercial, multi-site, and building-based customers.
• Partner with Sales and Account Management on Commercial saves, renewals, and strategic outreach.
• Partner with Marketing on messaging that reinforces reliability, value, and local presence.
• Own the save-motion process end to end: escalation paths, offer guidelines, documentation, and reporting. Respond quickly to cancellation intent or competitive switching signals, diagnose root cause, and choose the right intervention (service fix, billing correction, pricing review, executive outreach, or goodwill gesture).
• Track save outcomes by customer type and churn reason to improve intervention effectiveness over time.
• Build touchpoints that create goodwill after installations, escalations, billing disputes, and renewals. Identify opportunities for proactive check-ins, customer education, and surprise-and-delight moments. Convert retained customers into references, testimonials, and referral sources.
• Categorize churn reasons and identify recurring operational drivers (installation friction, ticket aging, billing confusion, communication gaps). Partner with Care, NOC/Field Ops, Engineering, Sales, and Billing to fix systemic issues, and escalate with clear data and recommendations.
• Deliver weekly/monthly reporting on churn, save activity, risk segments, and intervention outcomes. Track gross churn, voluntary/controllable churn, save rate, and satisfaction indicators. Use data to prioritize action, not just report history.

Qualifications

• 4+ years in customer retention, customer success, account management, lifecycle marketing, customer operations, or a related field.
• Demonstrated track record reducing churn, improving retention, or recovering at-risk customers — not just supporting broader CX initiatives.
• Comfortable personally handling difficult customer conversations with professionalism, empathy, and commercial judgment.
• Strong working knowledge of customer data: CRM, ticketing, billing systems, spreadsheets, dashboards, and segmentation.
• Strong written and verbal communication — able to craft both customer-facing messages and internal escalation summaries.
• Able to drive cross-functional action without relying on formal authority.
• High organizational discipline, follow-through, and attention to detail.
• Comfortable in a hands-on, mid-market environment where processes and systems may need to be built and executed simultaneously.
• Experience in telecom, broadband, managed services, SaaS, subscription, utilities, or another recurring-revenue business.
• Experience across both Residential and Commercial customer bases.
• Familiarity with churn-risk scoring, customer health models, lifecycle campaigns, renewal motions, save desks, or win-back programs.
• Hands-on experience with Salesforce, HubSpot, Zendesk, Freshdesk, NetSuite, billing platforms, marketing automation, or BI tools.
• Understanding of ISP-specific issues: installation experience, outages, reliability, speed/performance, equipment, building access, billing disputes, SLA expectations, contract renewals, and competitive switching.