Retention Manager

Position Summary

The Sales Manager is a revenue-critical leader responsible for building and driving a high-performance team of Retention Leads and Specialists. This role owns the full retention revenue line - identifying at-risk clients, executing targeted save strategies, and converting cancellation conversations into renewals and upsell opportunities. The ideal candidate is a proven sales leader who uses data to find opportunity, coaches teams to close, and treats every at-risk client as an active sales engagement.

Key Responsibilities

Revenue Performance & Sales Execution

• Own retention revenue targets; consistently meet and exceed monthly, quarterly, and annual KPIs for save rate, revenue recovered, and upsell attach rate.
• Lead the team to approach every client interaction as a consultative sales conversation — uncovering needs, overcoming objections, and closing the save.
• Identify and act on upsell and cross-sell opportunities within the at-risk client base to grow revenue per account.
• Drive urgency and accountability through daily pipeline reviews, real-time coaching, and performance dashboards.

Team Leadership & Sales Coaching

• Build, develop, and inspire a team of Retention Leads and Specialists with a relentless focus on closing skills, objection handling, and revenue contribution.
• Deliver structured weekly performance coaching grounded in call reviews, conversion data, and individual sales metrics.
• Create a competitive, high-energy team culture that celebrates wins, learns from losses, and drives continuous improvement.
• Conduct meaningful annual performance reviews tied to revenue outcomes and sales growth
• Actively participate in recruiting and hiring top sales talent for the retention team.

Data-Driven Strategy

• Analyze churn signals, client behavior data, and pipeline trends to proactively identify at-risk segments before they escalate to cancellation.
• Design and execute targeted retention campaigns and outbound save strategies based on client value, tenure, and risk score.
• Track and report key revenue metrics: save rate, revenue at risk, recovered revenue, and team-level conversion rates.
• Audit team activity and strategy adherence to ensure alignment with revenue goals and proven sales methodology.

Cross-Functional Revenue Collaboration

• Partner with Sales, Client Care, and Product teams to align on client value messaging, competitive positioning, and retention offers.
• Serve as the voice of the at-risk client - sharing insights that drive product improvements, pricing adjustments, and service enhancements.
• Ensure seamless handoffs and communication across departments to protect and grow the client revenue base.

Operations & Compliance

• Maintain current knowledge of all policies, products, and procedures; cascade updates to the team with urgency and accuracy.
• Administer escalated client interactions and internal coaching requests with a resolution-focused, revenue-protective mindset.
• Ensure all administrative and compliance requirements are met without sacrificing sales momentum.
• Other duties as assigned.