Customer Retention Manager

Silco Fire & Security • Columbus, OH

3d

About The Position

Silco Fire & Security is seeking an experienced Customer Retention Manager. The Customer Retention Manager is a critical role focused on protecting our revenue and building long-term brand loyalty. You will act as a detective to uncover why clients leave and a strategist to keep them on board.

Requirements

• High school diploma or GED required; bachelor’s degree in business, communications, or a related field strongly preferred.
• Minimum of 3–5 years of experience in customer retention, account management, customer success, or a related role with direct responsibility for reducing churn or managing at-risk accounts.
• Demonstrated success in retaining customers through negotiation, problem-solving, and relationship management, with measurable impact on revenue preservation or customer satisfaction.
• Strong analytical skills with proven ability to investigate root causes of customer attrition using data, trends, and operational insights.
• Experience reviewing internal processes (scheduling, service delivery, billing, etc.) to identify breakdowns and drive corrective actions.
• Ability to manage and resolve high-priority customer complaints independently while maintaining professionalism under pressure.
• Proven ability to influence cross-functional teams (operations, sales, leadership) to drive timely and effective resolutions.
• High emotional intelligence with a track record of de-escalating complex or sensitive customer situations.
• Excellent verbal and written communication skills, with the ability to clearly document findings and present insights to leadership.
• Strong organizational skills with the ability to manage multiple cases, priorities, and deadlines simultaneously.
• Proficiency in CRM systems (Salesforce), Microsoft Office (Excel, Word), and reporting tools for tracking customer activity and trends.
• Valid driver’s license, reliable transportation, and ability to pass a background check required.

Responsibilities

• Attrition Analysis & Root Cause
• Root Cause Identification: Conduct "exit interviews" and analyze account data to identify exactly why customers are canceling.
• Process Verification: During the analysis of each cancellation, verify if standard scheduling procedures were followed. Identify if the attrition was caused by deviations from company workflow.
• Active Retention: Use professional negotiation and creative problem-solving to address customer pain points and save at-risk accounts.
• Trend Reporting: Provide monthly reports to leadership on common friction points, specifically highlighting where internal process failures (like scheduling) led to customer dissatisfaction.
• Complaint Management & Resolution
• Case Ownership: Manage a queue of high-priority customer complaints, ensuring every issue is tracked from start to finish.
• At Risk Customers: Pro-actively reach out to “at risk” customers to ensure recent issues are fully resolved and we have taken all possible steps to keep them satisfied.
• Direct Resolution: Resolve billing disputes, service misunderstandings, or minor technical hurdles directly with the customer.
• Strategic Escalation: Know when to pull in Operations, Sales, or SLT members to resolve complex issues that are beyond the scope of general support.
• Process Improvement
• Feedback Loop: Act as the "voice of the customer" for internal teams, suggesting changes to procedures, policies, and behaviors that contribute to attrition.
• Retention Playbooks: Assist in developing "save" tactics, discount frameworks, and communication templates for the wider team.

Benefits

• In addition to a competitive compensation package, Silco offers a wide range of benefits such as medical, dental, vision, Aflac and a Flexible Spending Account (FSA).
• Silco offers company paid short-term disability and life insurance, as well as company paid training.
• The Company also boasts a 401(k) program with company matching and tuition reimbursement.
• Silco provides paid holidays and generous paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 101-250 employees