Retention & Engagement Lead - Churn Prevention

Skywire Networks; New York (NY); On-site; USD 95,000 - 130,000; Full time

Job summary

Skywire Networks in New York, NY seeks a Customer Engagement & Retention Manager to reduce churn across Residential and Commercial customers. You will identify at-risk accounts, coordinate rapid interventions, and build data-driven retention strategies across Care, Sales, Marketing, and Billing teams.

This role demands hands-on ownership, analytical rigor, and strong communication to convert signals into retention actions and ongoing goodwill with customers.

Qualifications

• 4+ years in customer retention, customer success, account management, lifecycle marketing, customer operations, or a related field.
• Demonstrated track record reducing churn, improving retention, or recovering at-risk customers — not just supporting broader CX initiatives.
• Comfortable personally handling difficult customer conversations with professionalism, empathy, and commercial judgement.
• Strong working knowledge of customer data: CRM, ticketing, billing systems, spreadsheets, dashboards, and segmentation.
• Strong written and verbal communication — able to craft both customer-facing messages and internal escalation summaries.
• Able to drive cross-functional action without relying on formal authority.
• High organizational discipline, follow-through, and attention to detail.
• Comfortable in a hands-on, mid-market environment where processes and systems may need to be built and executed simultaneously.
• Experience in telecom, broadband, managed services, SaaS, subscription, utilities, or another recurring-revenue business.
• Experience across both Residential and Commercial customer bases.
• Familiarity with churn-risk scoring, customer health models, lifecycle campaigns, renewal motions, save desks, or win-back programs.
• Hands-on experience with Salesforce, HubSpot, Zendesk, Freshdesk, NetSuite, billing platforms, marketing automation, or BI tools.
• Understanding of ISP-specific issues: installation experience, outages, reliability, speed/performance, equipment, building access, billing disputes, SLA expectations, contract renewals, and competitive switching.

Responsibilities

• Build and maintain a churn-risk framework using service history, tickets, billing issues, tenure, contract status, complaints, missed appointments, and downgrades.
• Flag high-risk customers and segments before cancellation requests come in, and produce prioritized outreach lists for Care and Sales.
• Work with internal teams to improve data quality and turn customer patterns into clear insights for leadership.
• Design and run targeted retention campaigns for at-risk Residential and Commercial accounts, including segment-specific plays for small business, larger commercial, multi-site, and building-based customers.
• Partner with Sales and Account Management on Commercial saves, renewals, and strategic outreach.
• Partner with Marketing on messaging that reinforces reliability, value, and local presence.
• Own the save-motion process end to end: escalation paths, offer guidelines, documentation, and reporting.
• Respond quickly to cancellation intent or competitive switching signals, diagnose root cause, and choose the right intervention (service fix, billing correction, pricing review, executive outreach, or goodwill gesture).
• Track save outcomes by customer type and churn reason to improve intervention effectiveness over time.
• Build touchpoints that create goodwill after installations, escalations, billing disputes, and renewals.
• Identify opportunities for proactive check-ins, customer education, and surprise-and-delight moments.
• Convert retained customers into references, testimonials, and referral sources.
• Categorize churn reasons and identify recurring operational drivers (installation friction, ticket aging, billing confusion, communication gaps).
• Partner with Care, NOC/Field Ops, Engineering, Sales, and Billing to fix systemic issues, and elevate with clear data and recommendations.
• Deliver weekly/monthly reporting on churn, save activity, risk segments, and intervention outcomes.
• Track gross churn, voluntary/controllable churn, save rate, and satisfaction indicators.
• Use data to prioritize action, not just report history.

Skills

Churn prevention

Data analysis

Cross-functional collaboration

Customer advocacy

Sales & renewal coordination

Tools

Salesforce

HubSpot

Zendesk

Freshdesk

NetSuite

BI tools

Billing platforms

Job description

Skywire Networks in New York, NY seeks a Customer Engagement & Retention Manager to reduce churn across Residential and Commercial customers. You will identify at-risk accounts, coordinate rapid interventions, and build data-driven retention strategies across Care, Sales, Marketing, and Billing teams.

This role demands hands-on ownership, analytical rigor, and strong communication to convert signals into retention actions and ongoing goodwill with customers.