Customer Engagement & Retention Manager

About the role

The Customer Engagement & Retention Manager will lead efforts to identify, prevent, and respond to churn across Skywire’s commercial and residential customer base. This execution‑oriented role blends data analysis, customer advocacy, and operational coordination to protect revenue and build goodwill.

Key responsibilities

• Develop and maintain a churn‑risk framework using service history, tickets, billing issues, tenure, contract status and other signals.
• Generate prioritized outreach lists for Care and Sales and work with internal teams to improve data quality.
• Design and run targeted retention campaigns for at‑risk residential and commercial accounts, partnering with Sales, Account Management and Marketing.
• Own the end‑to‑end save‑desk process, including escalation paths, offer guidelines, documentation and reporting.
• Respond quickly to cancellation intent, diagnose root causes and apply appropriate interventions such as service fixes, billing corrections or goodwill gestures.
• Create post‑installation and post‑escalation touchpoints that generate goodwill and turn retained customers into references.
• Conduct root‑cause analysis of churn reasons and collaborate with Care, NOC/Field Ops, Engineering and Billing to fix systemic issues.
• Deliver weekly and monthly reports on churn, save activity, risk segments and intervention outcomes.

Required profile

• 4+ years of experience in customer retention, success, account management or related fields with a proven record of reducing churn.
• Strong communication skills and the ability to handle difficult customer conversations with empathy and commercial judgment.
• Ability to drive cross‑functional action without formal authority and to work in a fast‑moving, mid‑market environment.
• Experience in telecom, broadband, SaaS or other recurring‑revenue businesses serving both residential and commercial customers.

Required skills

• Hands‑on experience with Salesforce, HubSpot, Zendesk, Freshdesk, NetSuite and other billing or marketing automation platforms.
• Proficiency in CRM, ticketing systems, spreadsheets, dashboards and data segmentation.
• Familiarity with churn‑risk scoring, customer health models and win‑back programs.