Manager - Enterprise Retention

goosehead; Westlake (TX); On-site; USD 110,000 - 160,000; Full time

Job summary

Goosehead is seeking a Manager - Enterprise Retention to lead and coach a high-performing team focused on preserving client relationships, mitigating cancellations, and driving long-term policy retention across the organization.

The role provides strategic direction, operational oversight, and talent development to ensure compliant, consultative client experiences while strengthening loyalty and revenue stability.

Qualifications

• Experience leading retention or account-management teams.
• Ability to drive customer retention strategies.
• Strong awareness of compliance and carrier guidelines.

Responsibilities

• Lead, coach, and develop team members to ensure consistent delivery of retention interactions.
• Oversee daily operations, including queue management, workload distribution, and performance monitoring.
• Ensure team adherence to compliance standards and documentation requirements.
• Support escalated client situations requiring problem-solving or negotiation.
• Collaborate with internal partners to refine workflows and training programs.
• Drive continuous improvement through process optimization and technology adoption.
• Monitor and report on retention metrics and client satisfaction.
• Foster a positive, accountable, and growth-oriented team culture.

Skills

Leadership

Coaching

Data-driven decision making

Cross-functional collaboration

Compliance awareness

Job description

The Manager - Enterprise Retention leads a high--performing team responsible for preserving client relationships, mitigating cancellations, and driving long--term policy retention across the organization. This role provides strategic direction, operational oversight, and coaching to ensure team members deliver consistent, consultative, and compliant client experiences. The manager is accountable for retention outcomes, workflow optimization, and the development of talent capable of handling increasingly complex retention scenarios. Through data--driven decision--making and cross--department collaboration, this leader strengthens client loyalty, enhances revenue stability, and supports the evolution of enterprise retention strategies.

The Manager - Enterprise Retention oversees daily operations, performance management, and strategic initiatives within the retention function. This role ensures that team members effectively evaluate client needs, navigate carrier options, and present tailored solutions that balance coverage, price, and long--term value. The manager drives continuous improvement by refining workflows, monitoring compliance, and identifying opportunities to enhance client engagement.

Job Responsibilities:

• Lead, coach, and develop team members to ensure consistent delivery of high--quality retention interactions.
• Oversee daily operations, including queue management, workload distribution, and performance monitoring.
• Ensure team adherence to compliance standards, documentation requirements, and carrier guidelines.
• Support escalated client situations requiring advanced problem--solving or negotiation.
• Collaborate with internal partners to refine workflows, enhance training programs, and support new initiatives.
• Drive continuous improvement through process optimization, technology adoption, and feedback loops.
• Monitor and report on key performance indicators, including retention rates, productivity, quality, and client satisfaction.
• Foster a positive, accountable, and growth--oriented team culture.