Manager - Enterprise Retention

Goosehead Insurance • Westlake, OH

1d

About The Position

The Manager – Enterprise Retention leads a team responsible for preserving client relationships, mitigating cancellations, and improving long-term policy retention. The role provides strategic direction, operational oversight, and coaching to support consistent, consultative, and compliant client experiences. The manager is accountable for retention outcomes, workflow optimization, and developing talent to handle increasingly complex retention scenarios. The position uses data-driven decision-making and cross-department collaboration to strengthen client loyalty, enhance revenue stability, and advance enterprise retention strategies.

The manager oversees daily operations, performance management, and strategic initiatives within the retention function. The role ensures team members evaluate client needs, navigate carrier options, and present tailored solutions balancing coverage, price, and long-term value. It also drives continuous improvement by refining workflows, monitoring compliance, and identifying ways to enhance client engagement.

The position partners with senior leadership, training, operations, and carrier relations teams to implement processes, support pilot programs, and align work with organizational goals. The manager also contributes to workforce planning, talent development, and a culture of accountability, professional growth, and exceptional service.

Responsibilities

• Lead, coach, and develop team members to ensure consistent delivery of high-quality retention interactions.
• Oversee daily operations, including queue management, workload distribution, and performance monitoring.
• Ensure team adherence to compliance standards, documentation requirements, and carrier guidelines.
• Support escalated client situations requiring advanced problem-solving or negotiation.
• Collaborate with internal partners to refine workflows, enhance training programs, and support new initiatives.
• Drive continuous improvement through process optimization, technology adoption, and feedback loops.
• Monitor and report on key performance indicators, including retention rates, productivity, quality, and client satisfaction.
• Foster a positive, accountable, and growth-oriented team culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed