Customer Retention Manager

Centric Fiber delivers industry-leading high-speed internet to ground-up commercial and residential developments and master-planned communities across major metropolitan markets in Texas, Arizona, and Central Florida. As the company grows its subscriber base, protecting the customers we?ve already won is just as important as winning new ones. The Customer Retention Lead is a hands-on role responsible for handling inbound calls from subscribers who want to cancel or downgrade their Centric Fiber service. This role works directly on the phones ? listening to customer concerns, resolving issues, and applying save offers to retain subscribers and protect recurring revenue. In addition to personal call volume, the Customer Retention Lead sets save offer guidelines, coaches a small team of one to two retention specialists, tracks retention performance, and partners with GigaGuide, Network Operations, Billing, and Sales teams to address the root causes that drive churn.

Customer Save & Call Handling Serve as the primary point of contact for inbound cancellation and downgrade calls, applying active listening and consultative techniques to retain subscribers and reduce voluntary churn. Diagnose the underlying reason for each cancellation request (price, service quality, competitive offer, move-out, billing dispute, technical issue) and select the most effective save approach for the situation. Apply approved save offers ? credits, plan adjustments, promotional pricing, equipment upgrades ? within established authority levels, and escalate exceptions appropriately. Document all retention interactions, save offers extended, and outcomes accurately in Salesforce.

Program Development & Coaching Develop, document, and continuously refine save offer playbooks, talk tracks, escalation paths, and retention workflows that align with Centric Fiber?s pricing, brand, and service standards. Mentor and coach a small team of one to two retention specialists, including call monitoring, side-by-side coaching, performance feedback, and 30/60/90-day development planning. Maintain working knowledge of Centric Fiber products, plans, promotions, and competitor offerings within assigned markets to position the most effective save offer for each call.

Reporting & Cross-Functional Partnership Establish and track retention KPIs (save rate, average revenue retained, offer mix, call quality, first-call resolution) and report results to the EVP, Texas Region on a weekly and monthly cadence. Investigate root causes of cancellation by category and partner cross-functionally with GigaGuides, Network Operations, Billing, Marketing, and Sales to drive corrective action. Coordinate with Billing and Accounting on credits, prorations, and adjustments associated with retention offers, ensuring compliance with company financial controls. Participate in builder, community, and marketing reviews where retention insight informs pricing, packaging, or community-level service plans. Note: Retention program scope, save offer authority, and team size may evolve as the function matures and the customer base grows. Requirements Experience & Skills High School Diploma or GED required. 4+ years of customer-facing experience in retention, customer service, inside sales, or account management, with demonstrated success retaining or expanding customer accounts. 1+ year of formal or informal team leadership experience (team lead, senior specialist, or working manager role). Proven ability to handle difficult customer conversations with empathy, professionalism, and a problem-solving mindset. Strong working knowledge of customer save techniques, objection handling, and offer-based negotiation. Proficient with Salesforce or a comparable CRM, including documentation, reporting, and case management. Comfortable working with call metrics, dashboards, and spreadsheets to analyze performance and identify trends. Excellent verbal and written communication skills.

Work Conditions Full-time, in-office role at the Woodlands, TX headquarters. Ability to work hours that may include evenings, weekends, and holidays during periods of elevated cancellation volume or team absence. Proven ability to work effectively within a team in a fast-paced, growth-oriented environment.

Preferred Qualifications Bachelor?s degree in Business, Communications, Marketing, or a related field. Prior experience in telecommunications, broadband, cable, ISP, utility, or subscription services strongly preferred. Experience standing up a new retention function, save desk, or customer save program from the ground up. Familiarity with Calix, MAUI, billing platforms, or other ISP operational systems. Bilingual (English/Spanish) a plus.