Senior Manager, Enterprise Retention and Client Loyalty

Goosehead-Insurance; Westlake (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

Goosehead-Insurance is seeking a Manager – Enterprise Retention to lead a high‑performing team focused on preserving client relationships, reducing cancellations, and driving long‑term policy retention across the enterprise. You will set strategy, oversee daily operations, coach staff, ensure compliance, and partner with senior leaders to refine workflows and enhance client engagement.

This role relies on data‑driven decisions, performance management, and talent development to strengthen

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

Goosehead-Insurance is seeking a Manager – Enterprise Retention to lead a high‑performing team focused on preserving client relationships, reducing cancellations, and driving long‑term policy retention across the enterprise. You will set strategy, oversee daily operations, coach staff, ensure compliance, and partner with senior leaders to refine workflows and enhance client engagement.

This role relies on data‑driven decisions, performance management, and talent development to strengthen