Customer Retention Manager (AI Focus)

Ideatek Telcom LLC•Wichita, KS

15h•Hybrid

About The Position

We’re looking for a Customer Retention Manager with a heavy focus on AI to help lead the future of customer loyalty and retention at IdeaTek. This role is far more than traditional customer retention—you’ll help build proactive, data-driven strategies that reduce churn, strengthen customer relationships, protect revenue, and improve the overall customer journey. In this role, you’ll combine leadership, analytics, automation, and emotional intelligence to help identify customer risks before they happen, implement smarter retention workflows, and create a customer experience that keeps people connected to IdeaTek long-term. This role is open to candidates who live in the state of Kansas are are commutable to the Wichita, KS area every 2-3 weeks.

Requirements

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 utilizing emerging technology, AI tools, and automation platforms
Experience utilizing CRM systems such as HubSpot, Zoho, Salesforce, or similar platforms
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
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

Nice To Haves

Experience implementing AI tools, workflow automation, or predictive analytics in customer-facing environments
Experience within telecommunications, SaaS, technology, subscription-based services, or customer lifecycle industries
Familiarity with automation platforms such as Zapier or similar workflow tools
Experience managing customer retention metrics, churn analytics, or customer lifecycle initiatives
Experience leading customer loyalty, save desk, or customer advocacy programs
Bachelor’s degree in Business, Marketing, Communications, Analytics, or a related field preferred
Empathetic leader – You know how to balance accountability with emotional intelligence and customer care
Strategic thinker – You can see the big picture while building practical solutions that drive results
Innovative – You embrace technology and look for smarter, more efficient ways to improve processes
Data-driven – You use analytics and customer insights to guide decisions and identify opportunities
Calm under pressure – You can confidently navigate escalated customer situations and difficult conversations
Collaborative – You build strong relationships across departments and understand retention is a team effort
Mission-focused – You genuinely care about helping communities stay connected through reliable internet access

Responsibilities

Lead and mentor a team of Customer Retention Specialists focused on customer loyalty, retention, and customer experience outcomes
Develop proactive retention strategies designed to reduce customer churn and increase customer lifetime value (CLV)
Build and optimize customer retention workflows, save campaigns, and win-back initiatives
Partner with Sales, Operations, Marketing, and Customer Support teams to improve the customer experience throughout the customer lifecycle
Own the critical post-sale, pre-install customer experience to reduce pipeline slippage and pre-install cancellations
Implement AI-driven tools and automation workflows to improve efficiency, reporting, and customer engagement
Utilize predictive analytics and behavioral insights to identify at-risk customers and recommend retention strategies
Develop proactive outreach strategies to reduce buyer’s remorse and competitor poaching during installation wait periods
Analyze customer trends, cancellation data, retention KPIs, and customer feedback to identify operational improvements
Serve as the voice of the customer by identifying recurring pain points and recommending process or policy changes
Utilize CRM systems, automation platforms, and AI-powered tools to streamline workflows and improve customer interactions
Present retention performance insights, customer trends, and strategic recommendations to leadership
Manage retention-related promotional offers and loyalty incentives while balancing customer experience and business impact
Support escalated customer conversations with professionalism, empathy, and strong problem-solving skills