Position Summary

The Customer Engagement & Retention Manager is responsible for identifying, preventing, and responding to customer churn across Skywire's Commercial and Residential customer base. This is a highly execution-oriented role for someone who can combine customer empathy, analytical discipline, operational follow-through, and commercial judgment; part analyst, part customer advocate, part operator, and part commercial problem-solver.

On any given day, this person might look at churn data in the morning, call an unhappy customer before lunch, coordinate an escalation with Operations in the afternoon, and summarize the business implications for leadership by end of day. The successful candidate will personally drive initiatives to identify customers at risk of churn before they cancel, intervene with thoughtful and effective retention actions, respond quickly and constructively when customers communicate dissatisfaction or cancellation intent, and build stronger goodwill with current customers through proactive engagement.

This role is not simply a customer service, marketing, or sales role. It sits at the intersection of customer experience, account retention, data analysis, service recovery, and operational coordination, working closely with Customer Care, NOC/Technical Support, Field Operations, Sales, Billing, Marketing, and company leadership to convert customer signals into retention action.

The ideal candidate is comfortable with ambiguity, but not passive in the face of it; bringing structure, energy, empathy, and accountability to customer retention. The strongest candidates will have a track record of personally owning measurable retention outcomes, rather than simply participating in customer experience initiatives

Key Responsibilities:

Churn Risk & Early Warning

• Build and maintain a churn-risk framework using service history, tickets, billing issues, tenure, contract status, complaints, missed appointments, and downgrades.
• Flag high-risk customers and segments before cancellation requests come in, and produce prioritized outreach lists for Care and Sales.
• Work with internal teams to improve data quality and turn customer patterns into clear insights for leadership.

Proactive Retention

• Design and run targeted retention campaigns for at-risk Residential and Commercial accounts, including segment-specific plays for small business, larger commercial, multi-site, and building-based customers.
• Partner with Sales and Account Management on Commercial saves, renewals, and strategic outreach.
• Partner with Marketing on messaging that reinforces reliability, value, and local presence.

Save Desk & Service Recovery

• Own the save-motion process end to end: escalation paths, offer guidelines, documentation, and reporting.
• Respond quickly to cancellation intent or competitive switching signals, diagnose root cause, and choose the right intervention (service fix, billing correction, pricing review, executive outreach, or goodwill gesture).
• Track save outcomes by customer type and churn reason to improve intervention effectiveness over time.

Customer Goodwill & Advocacy

• Build touchpoints that create goodwill after installations, escalations, billing disputes, and renewals.
• Identify opportunities for proactive check-ins, customer education, and surprise-and-delight moments.
• Convert retained customers into references, testimonials, and referral sources.

Root-Cause Analysis

• Categorize churn reasons and identify recurring operational drivers (installation friction, ticket aging, billing confusion, communication gaps).
• Partner with Care, NOC/Field Ops, Engineering, Sales, and Billing to fix systemic issues, and escalate with clear data and recommendations.

Reporting

• Deliver weekly/monthly reporting on churn, save activity, risk segments, and intervention outcomes.
• Track gross churn, voluntary/controllable churn, save rate, and satisfaction indicators.
• Use data to prioritize action, not just report history.

Qualifications:

• 4+ years in customer retention, customer success, account management, lifecycle marketing, customer operations, or a related field.
• Demonstrated track record reducing churn, improving retention, or recovering at-risk customers - not just supporting broader CX initiatives.
• Comfortable personally handling difficult customer conversations with professionalism, empathy, and commercial judgment.
• Strong working knowledge of customer data: CRM, ticketing, billing systems, spreadsheets, dashboards, and segmentation.
• Strong written and verbal communication - able to craft both customer-facing messages and internal escalation summaries.
• Able to drive cross-functional action without relying on formal authority.
• High organizational discipline, follow-through, and attention to detail.
• Comfortable in a hands-on, mid-market environment where processes and systems may need to be built and executed simultaneously.
• Experience in telecom, broadband, managed services, SaaS, subscription, utilities, or another recurring-revenue business.
• Experience across both Residential and Commercial customer bases.
• Familiarity with churn-risk scoring, customer health models, lifecycle campaigns, renewal motions, save desks, or win-back programs.
• Hands-on experience with Salesforce, HubSpot, Zendesk, Freshdesk, NetSuite, billing platforms, marketing automation, or BI tools.
• Understanding of ISP-specific issues: installation experience, outages, reliability, speed/performance, equipment, building access, billing disputes, SLA expectations, contract renewals, and competitive switching.