Retention Manager

Rocket Pest Control•Tampa, FL

16h•Onsite

About The Position

The Customer Retention Manager leads a team of call center retention specialists focused on reducing customer churn, improving customer experience, and maximizing lifetime value across a recurring service base. This role owns retention performance, cancellation prevention strategies, and customer save programs, while leveraging data analytics and emerging AI tools to identify trends, predict churn, and drive continuous improvement.

Requirements

High School diploma or equivalent.
Minimum 3-5 years’ experience in customer retention, call center management, or customer success.
Minimum 2 years prior supervisor or team lead experience to include coaching and performance management, scheduling or workforce coordination and managing attendance, productivity and quality.
Working knowledge of Microsoft Word, Excel and Outlook.
Call center technologies.
Workforce management or scheduling tools.
Strong problem-solving with the ability to translate complex data into actionable insights.
Excellent written and verbal communication; ability to work independently and collaboratively; strong relationship building skills; professional; results-oriented and team focused.
Reliable transportation.
Successful completion of a criminal background check.
Successful completion of pre-employment drug screening.

Nice To Haves

Experience in recurring service industries (pest control, lawn care, HVAC, home services) strongly preferred.
Experience with or exposure to AI-enabled tools (e.g. call analytics, predictive modeling, automation platforms) preferred.
Experience with CRM/service platforms (e.g. PestPac, ServiceTitan, Salesforce) preferred.

Responsibilities

Manage, coach, and develop a team of 4–5 retention/customer service representatives
Establish clear performance expectations, KPIs, and call quality standards
Monitor calls, provide real-time coaching, and conduct regular performance reviews
Create staffing schedules and ensure adequate coverage during peak periods
Foster a high-accountability, customer-focused team culture
Own company-wide retention performance and reduction in customer churn
Design and implement structured “save” programs for customers requesting cancellation
Develop scripts, objection-handling frameworks, and call flows
Identify trends in cancellation drivers (price, service quality, frequency, competition)
Oversee escalated customer complaints and service recovery efforts
Ensure timely follow-up on at-risk customers
Partner with Operations/Branch Managers to resolve recurring service issues
Improve onboarding processes to reduce early-life churn
Leverage a high level of analytical capability to interpret customer data and identify actionable insights
Track, analyze, and report key performance metrics: Churn rate / cancellation rate, Save rate, Call conversion rates, Customer satisfaction (CSAT/NPS)
Utilize AI-powered tools (e.g., predictive churn models, call sentiment analysis, automation tools) to identify at-risk customers proactively, improve call center efficiency and scripting, and enhance customer segmentation and targeting
Build dashboards and present insights and recommendations to leadership
Drive continuous improvement initiatives based on data findings
Provide data-backed recommendations to leadership on systemic issues affecting retention
Partner with Operations to address service delivery drivers of churn
Partner with Sales to improve expectation-setting at the point of sale
Partner with Marketing on win-back, retention, and lifecycle campaigns
Develop and manage campaigns to re-engage lost customers
Implement targeted outreach for high-value or at-risk accounts
Identify upsell or cross-sell opportunities during retention interactions