Customer Retention Lead — Growth & Strategy

Gateway-Fiber; O’Fallon (MO); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Flexible work environment

Job summary

Gateway Fiber is seeking a Customer Retention Lead to manage inbound retention calls, handle escalations, and coach a small team of representatives. You will drive save-rate improvements and provide insights on top churn drivers while collaborating with cross-functional teams to reduce churn and enhance customer loyalty.

This role offers competitive compensation and comprehensive benefits, with a focus on building a new, scalable retention function in a growing fiber-to-the-home platform.

Qualifications

• 3+ years of customer service, retention, account management, or related customer-facing experience.
• Prior leadership, coaching, mentoring, or team lead experience.
• Strong written and verbal communication skills.

Responsibilities

• Inbound retention calls and escalations, handling cancellations and customer concerns.
• Lead an initial team of two Customer Retention Representatives and coach them.
• Track save-rate, churn drivers, and performance, reporting to leadership.
• Collaborate with Support, Billing, Marketing, Product to address friction points.
• Proactively reach out to at-risk customers and refine retention processes.

Job description

Gateway Fiber is seeking a Customer Retention Lead to manage inbound retention calls, handle escalations, and coach a small team of representatives. You will drive save-rate improvements and provide insights on top churn drivers while collaborating with cross-functional teams to reduce churn and enhance customer loyalty.

This role offers competitive compensation and comprehensive benefits, with a focus on building a new, scalable retention function in a growing fiber-to-the-home platform.