Customer Retention Lead

PRIME Corporate Services•Murray, UT

3d•$25 - $28•Onsite

About The Position

The Customer Retention Lead is responsible for helping PRIME customers maintain their recurring compliance services by proactively resolving payment issues, preventing service interruptions, and securing renewals and saves at risk of cancellation. This role oversees an offshore retention team of three to five representatives, ensuring adherence to established processes, quality standards, and customer experience expectations. This position is accountable for the day-to-day performance of the retention team, the protection of recurring revenue, and the continuous improvement of retention workflows in partnership with the Business Solutions Manager. The Customer Retention Lead brings a strong foundation in customer retention, team leadership, and recurring revenue operations within a fast-paced, highly transactional environment. This role requires strong ownership, coaching ability, and the balance of judgment and discipline needed to protect at-risk revenue while preserving a positive customer experience.

Requirements

Strong computer skills; proficiency Google Suite, and assorted calendar applications
Outstanding written and verbal communication skills
3+ years of experience in Customer Service, Customer Success, or Retention as an individual contributor
Previous leadership, team lead, or informal leadership experience preferred
Highly organized with a strong attention to detail
Demonstrate the ability to lead, coach, and develop a small team to consistent, measurable retention outcomes
Show a clear track record of recovering payments, resolving billing issues, and securing renewals or saves on at-risk accounts
Act as a highly effective cross-functional partner across Customer Support, Renewals, Fulfillment, and Business Solutions
Organize retention, save, and payment failure data into clear, actionable insights for the Business Solutions Manager
Maintain a strong execution mindset with a focus on accuracy, accountability, and continuous improvement
Exercise sound judgement in applying discounts, promotions, and save offers with pre-established authority limits

Responsibilities

Lead the recurring retention team with a focus on customer success, service continuity, and recurring revenue protection
Coach and develop an offshore retention team of three to five representatives, ensuring adherence to SOPs, quality standards, and communication best practices
Help customers resolve recurring payment issues including expired payment methods, insufficient funds, declined transactions, and other billing-related issues
Educate customers on the importance of maintaining active services to keep their business entities compliant with state requirements
Address customer complaints and cancellation requests with the goal of increasing satisfaction and securing renewals and saves
Offer discounts, promotions, or special retention deals within pre-established authority limits to preserve at-risk accounts
Communicate with customers through Dailer.io, text message, and email to resolve payment issues and maintain active subscriptions
Monitor retention metrics, save rates, and recurring revenue performance across the team and at the individual representative level
Identify trends in failed payments and cancellations, and recommend process improvements to increase customer retention
Contribute to the development of retention processes, procedures, playbooks, and quality standards