Customer Retention & Engagement Strategist

Skywire Networks LLC; New York (NY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Skywire Networks LLC is seeking a Customer Engagement & Retention Manager to reduce churn across residential and commercial customers. You will blend empathy, data analysis, and operational excellence to identify at‑risk customers, intervene with retention actions, and coordinate with Care, NOC, Operations, Sales, Billing, and Marketing.

The role sits at the intersection of customer experience, data insights, and commercial outcomes, requiring execution‑oriented leadership and a track record of

Qualifications

• 4+ years in customer retention, customer success, account management, or related field.
• Proven track record reducing churn or recovering at-risk customers.
• Comfortable handling difficult conversations with professionalism and empathy.
• Strong knowledge of CRM, ticketing, billing systems, dashboards, and segmentation.
• Clear written and verbal communication for customers and internal teams.
• Ability to drive cross-functional action without formal authority.

Responsibilities

• Build a churn-risk framework using service history, tickets, billing issues, tenure, contracts, complaints, and downgrades.
• Flag high-risk customers and create outreach lists for Care and Sales.
• Collaborate with internal teams to improve data quality and derive leadership insights.
• Design and run targeted retention campaigns for Residential and Commercial accounts.
• Partner with Sales and Account Management on renewals and strategic outreach.
• Own the save-motion process end-to-end, including escalation paths and guidelines.
• Track save outcomes and refine interventions over time.
• Build goodwill with customers through proactive check-ins, education, and surprises.
• Categorize churn drivers and fix systemic issues with cross-functional teams.
• Deliver weekly/monthly churn and save reporting, focusing on actionable improvements.

Skills

Churn analysis

Cross-functional work

Data-driven decisions

Customer empathy

Renewals coordination

Project management

Tools

Salesforce

HubSpot

Zendesk

Freshdesk

NetSuite

BI tools

Job description

Skywire Networks LLC is seeking a Customer Engagement & Retention Manager to reduce churn across residential and commercial customers. You will blend empathy, data analysis, and operational excellence to identify at‑risk customers, intervene with retention actions, and coordinate with Care, NOC, Operations, Sales, Billing, and Marketing.

The role sits at the intersection of customer experience, data insights, and commercial outcomes, requiring execution‑oriented leadership and a track record of