Customer Retention Lead - Lead, Retain & Delight Customers

Gateway Fiber; O’Fallon (MO); Hybrid; USD 85,000 - 110,000; 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 in the Greater St. Louis area. The role leads an initial team of two retention representatives, handles high-stakes customer recoveries, and shapes the processes and tools for a new retention program.

You will target improving save rates, track churn drivers, and partner with Support, Billing, Marketing, Product, and other teams to reduce avoidable attrition.

Qualifications

• 3+ years in customer-facing roles.
• Experience leading small teams and coaching.
• Proven ability to handle objections and escalations.
• Strong written and verbal communication skills.

Responsibilities

• Lead inbound retention calls and escalations with a two-person team.
• Develop and apply retention offers and save strategies.
• Document interactions and outcomes in designated systems.
• Monitor save-rate progress and churn drivers with reporting.
• Collaborate with cross-functional teams to reduce churn.

Skills

Customer service

Team leadership

Objection handling

Retention strategies

Problem solving

CRM proficiency

Tools

CRM software

Microsoft Office

Analytics tools

Job description

Gateway Fiber is seeking a Customer Retention Lead in the Greater St. Louis area. The role leads an initial team of two retention representatives, handles high-stakes customer recoveries, and shapes the processes and tools for a new retention program.

You will target improving save rates, track churn drivers, and partner with Support, Billing, Marketing, Product, and other teams to reduce avoidable attrition.