Retention Manager

Legacy Capital Services•Phoenix, AZ

2h•$70,000 - $80,000

About The Position

The Retention Manager is a revenue-critical leader responsible for building and driving a high-performing team of Retention Leads and Specialists. The role owns the retention revenue line by identifying at-risk clients, executing targeted save strategies, and converting cancellation conversations into renewals and upsell opportunities. The position calls for a sales leader who uses data to identify opportunities, coaches teams to close, and treats at-risk client interactions as active sales engagements. The manager oversees retention revenue performance, team sales coaching, data-driven retention strategies, cross-functional revenue collaboration, and operational compliance. The role also administers escalated client interactions, ensures policy and procedure updates are communicated to the team, and meets administrative and compliance requirements while protecting sales momentum.

Requirements

Associate degree required; bachelor's degree or higher preferred.
At least five years of management experience in sales, tele-sales, or a revenue-focused retention environment.
Demonstrated 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 and ability to translate contact center analytics into actionable sales strategy.
Exceptional verbal and written communication skills, including persuasive communication and confident coaching.
Advanced conflict resolution skills, including the ability to de-escalate and redirect conversations toward a sales outcome.
Proficiency in CRM platforms, contact center technology, and MS Office365.
High reliability, strong attendance, and a results-oriented work ethic.

Responsibilities

Own retention revenue targets and meet or exceed monthly, quarterly, and annual KPIs for save rate, recovered revenue, and upsell attach rate.
Lead the team in consultative sales conversations to uncover client needs, overcome objections, and close saves.
Identify and pursue upsell and cross-sell opportunities within the at-risk client base.
Drive urgency and accountability through daily pipeline reviews, real-time coaching, and performance dashboards.
Build, develop, and inspire Retention Leads and Specialists, focusing on closing skills, objection handling, and revenue contribution.
Deliver structured weekly performance coaching based on call reviews, conversion data, and individual sales metrics.
Create a competitive, high-energy team culture that celebrates wins, learns from losses, and supports continuous improvement.
Conduct annual performance reviews tied to revenue outcomes and sales growth.
Participate in recruiting and hiring sales talent for the retention team.
Analyze churn signals, client behavior data, and pipeline trends to identify at-risk segments before cancellation.
Design and execute targeted retention campaigns and outbound save strategies based on client value, tenure, and risk score.
Track and report save rate, revenue at risk, recovered revenue, and team conversion rates.
Audit team activity and strategy adherence to support revenue goals and proven sales methodology.
Partner with Sales, Client Care, and Product teams to align client value messaging, competitive positioning, and retention offers.
Share at-risk client insights to inform product improvements, pricing adjustments, and service enhancements.
Ensure seamless departmental handoffs and communication to protect and grow client revenue.
Maintain current knowledge of policies, products, and procedures, and promptly communicate updates to the team.
Administer escalated client interactions and internal coaching requests with a resolution-focused, revenue-protective mindset.
Meet administrative and compliance requirements without sacrificing sales momentum.
Perform other duties as assigned.