Customer Retention Manager
Hybrid · Southfield, Michigan, United States
Job Summary
Lead and develop Guardian Alarm's Customer for Life (CFL) Specialists to drive retention initiatives, reduce attrition, and increase customer lifetime value. Use insights from customer behavior, churn trends, and performance data to identify root causes and implement data-driven retention solutions. Partner with Customer Experience leadership to design and implement retention programs, oversee day-to-day retention operations, monitor KPIs (save rates, retention, profitability, quality, satisfaction), and collaborate cross-functionally with Sales, Service, Billing, Monitoring, and Operations. Leverage retention technologies (Microsoft Dynamics, VOZIQ, Cresta AI) to analyze trends, evaluate offers, and continuously improve processes. Demonstrated leadership to hire, onboard, train, and develop a high-performing team, translating data into actionable business recommendations and balancing strategic thinking with operational execution. Proficient in Microsoft Office, CRM platforms, and customer analytics tools; strong communication, collaboration, and problem-solving skills are essential.
Required Qualifications
- Bachelor's degree preferred (or equivalent work experience)
- 5+ years in customer retention/related fields
- 3+ years of leadership experience managing customer-facing teams
- Experience analyzing customer behavior and retention metrics
- Experience with CRM platforms and retention technologies (e.g., Microsoft Dynamics, VOZIQ, Cresta AI)
- Strong leadership, analytic, communication, and collaboration skills
- Proven ability to translate data into actionable recommendations
- Adaptability to changing business needs
Desired Qualifications
- Bachelor's degree in Business, Marketing, Communications, Customer Experience, Analytics, Management, or related field preferred (or equivalent work experience)
- 5+ years of experience in customer retention, customer experience, customer operations, account management, call center operations, or related customer-facing environments
- 3+ years of leadership experience managing customer-facing teams
- Experience analyzing customer behavior, customer retention metrics, operational performance data, or customer experience trends
- Experience working within a recurring revenue, subscription-based, or service-oriented business strongly preferred
- Experience utilizing CRM platforms, customer analytics tools, and retention technologies such as Microsoft Dynamics, VOZIQ, or similar systems preferred
- Builds and develops high-performing teams
- Uses data and insights to drive decision-making and continuous improvement
- Demonstrates accountability and operational discipline
- Communicates effectively across all levels of the organization
- Maintains a customer-centric mindset while balancing business objectives
- Adapts effectively to changing business needs and priorities
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