Manager - Enterprise Retention

Goosehead Insurance Agency LLC; Westlake (TX); On-site; USD 120,000 - 155,000; Full time

Job summary

Goosehead Insurance Agency LLC in Westlake, TX seeks a Manager – Enterprise Retention to lead a high-performing team focused on client retention, reducing cancellations, and sustaining long-term policy relationships. You will provide strategic direction, operational oversight, and coaching to ensure compliant, consultative service.

This leadership role emphasizes data-driven decisions, workflow optimization, and cross-department collaboration to strengthen loyalty and revenue stability while

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.

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. This position partners closely with senior leadership, training, operations, and carrier relations teams to implement new processes, support pilot programs, and maintain alignment with organizational goals. The manager also plays a key role in workforce planning, talent development, and fostering a culture of accountability, professional growth, and exceptional service.

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.

Since 2003, Goosehead has been changing the face of the insurance industry and making the search for great coverage a piece of cake. We’re committed to finding the best policies and rates, and that starts with our team. Our people are smart, inclusive, hungry for success, and strive everyday to win. There is noble purpose in all our efforts. The work we do matters. Not only are we fixing a broken industry, we get to win professionally and financially while doing it.