Retention Manager

Legacy Capital Services•Phoenix, AZ

1d•$60,000 - $70,000•Onsite

About The Position

The Sales Manager is a revenue-critical leader responsible for building and driving a high-performance team of Retention Leads and Specialists. This role owns the full retention revenue line — identifying at-risk clients, executing targeted save strategies, and converting cancellation conversations into renewals and upsell opportunities. The ideal candidate is a proven sales leader who uses data to find opportunity, coaches teams to close, and treats every at-risk client as an active sales engagement.

Requirements

High School Diploma
Minimum 5 years of management experience in a sales, tele-sales, or revenue-focused retention environment
Demonstrated track record of meeting or exceeding revenue targets and leading teams to consistent quota attainment
Strong command of sales methodology, objection handling, and consultative closing techniques
Data-driven mindset with the ability to translate contact center analytics into actionable sales strategy
Exceptional verbal and written communication skills; a persuasive communicator and confident coach
Advanced conflict resolution skills with the ability to de-escalate and redirect toward a sales outcome
Proficiency in CRM platforms, contact center technology, and MS Office365
Highly reliable with strong attendance and a results-oriented work ethic

Responsibilities

Own retention revenue targets; consistently meet and exceed monthly, quarterly, and annual KPIs for save rate, revenue recovered, and upsell attach rate
Lead the team to approach every client interaction as a consultative sales conversation — uncovering needs, overcoming objections, and closing the save
Identify and act on upsell and cross-sell opportunities within the at-risk client base to grow revenue per account
Drive urgency and accountability through daily pipeline reviews, real-time coaching, and performance dashboards
Build, develop, and inspire a team of Retention Leads and Specialists with a relentless focus on closing skills, objection handling, and revenue contribution
Deliver structured weekly performance coaching grounded in call reviews, conversion data, and individual sales metrics
Create a competitive, high-energy team culture that celebrates wins, learns from losses, and drives continuous improvement
Conduct meaningful annual performance reviews tied to revenue outcomes and sales growth
Actively participate in recruiting and hiring top sales talent for the retention team
Analyze churn signals, client behavior data, and pipeline trends to proactively identify at-risk segments before they escalate to cancellation
Design and execute targeted retention campaigns and outbound save strategies based on client value, tenure, and risk score
Track and report key revenue metrics: save rate, revenue at risk, recovered revenue, and team-level conversion rates
Audit team activity and strategy adherence to ensure alignment with revenue goals and proven sales methodology
Partner with Sales, Client Care, and Product teams to align on client value messaging, competitive positioning, and retention offers
Serve as the voice of the at-risk client — sharing insights that drive product improvements, pricing adjustments, and service enhancements
Ensure seamless handoffs and communication across departments to protect and grow the client revenue base
Maintain current knowledge of all policies, products, and procedures; cascade updates to the team with urgency and accuracy
Administer escalated client interactions and internal coaching requests with a resolution-focused, revenue-protective mindset
Ensure all administrative and compliance requirements are met without sacrificing sales momentum