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Customer Retention Associate Jobs in Arizona (NOW HIRING)

PetSmart

Vice President, Services

Phoenix, AZ · Hybrid

$130K - $167K/yr

This role is accountable for driving revenue growth, margin expansion, operational consistency, customer retention, associate productivity, and service-line performance across a large, distributed ...

PetSmart Careers Apply

Vice President, Services

Phoenix, AZ · Hybrid

$130K - $167K/yr

This role is accountable for driving revenue growth, margin expansion, operational consistency, customer retention, associate productivity, and service-line performance across a large, distributed ...

PetSmart

Vice President, Services

Phoenix, AZ · Hybrid

$130K - $167K/yr

This role is accountable for driving revenue growth, margin expansion, operational consistency, customer retention, associate productivity, and service-line performance across a large, distributed ...

PetSmart LLC

Vice President, Services

Phoenix, AZ · On-site

$150 - $200/hr

This role is accountable for driving revenue growth, margin expansion, operational consistency, customer retention, associate productivity, and service‑line performance across a large, distributed ...

Progress Residential

Supervisor Retention

Tempe, AZ · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Analyzes customer retention performance and creates plans to overcome shortfalls. * Provides ... Associate or Bachelor degree strongly preferred * Has a strong understanding of Progress ...

Fullbay

Customer Success Associate

Phoenix, AZ

Position Overview The Customer Success Associate (CSA) supports and retains our low-touch customer segments by strategically managing a broad portfolio of customers to drive product adoption ...

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Customer Retention Associate information

What are the key skills and qualifications needed to thrive as a customer retention associate, and why are they important?

To excel as a Customer Retention Associate, you need strong communication skills, a solid understanding of customer service principles, and often a background in business or marketing. Familiarity with CRM software like Salesforce, customer analytics tools, and sometimes certifications in customer experience management are typical for the role. Exceptional problem-solving abilities, empathy, and persuasive negotiation skills help you build lasting relationships with clients. These capabilities are essential for minimizing customer churn and maintaining steady business growth through positive customer experiences.

How does a customer retention associate typically collaborate with other departments to improve customer satisfaction?

Customer Retention Associates frequently work alongside teams such as sales, customer support, and product development to identify and address customer concerns. They communicate customer feedback and trends to these departments, helping to inform service improvements and resolve recurring issues. Regular meetings and shared reporting tools are common practices to ensure alignment and foster a collaborative approach to enhancing the overall customer experience.

What does a customer retention associate do?

A Customer Retention Associate is responsible for maintaining and strengthening relationships with existing customers to reduce churn and increase loyalty. Their main duties include addressing customer concerns, resolving issues, and providing personalized solutions to encourage customers to continue using the company’s products or services. They may also analyze customer feedback, identify reasons for dissatisfaction, and work with other departments to improve the overall customer experience. Ultimately, their goal is to ensure customers are satisfied and remain loyal to the brand.

What is the difference between Customer Retention Associate vs Customer Service Representative?

AspectCustomer Retention AssociateCustomer Service Representative
Primary FocusRetaining existing customers and reducing churnHandling customer inquiries and resolving issues
Skills NeededCommunication, relationship management, problem-solvingCommunication, problem-solving, product knowledge
Work EnvironmentSales teams, account management, customer successCall centers, support desks, retail
Common CertificationsCustomer service, CRM toolsCustomer service, communication skills

While both roles involve direct customer interaction, a Customer Retention Associate primarily focuses on maintaining existing customer relationships and reducing churn, often working closely with sales and account management teams. In contrast, a Customer Service Representative handles day-to-day customer inquiries and issues, providing support and troubleshooting. Both roles require strong communication skills, but the retention role emphasizes relationship-building to foster loyalty.

What is a customer retention associate?

A customer retention associate is a professional responsible for maintaining relationships with existing customers to encourage repeat business and loyalty. They often use communication skills, customer data analysis, and CRM tools to address customer needs and resolve issues. The role typically requires strong interpersonal skills and knowledge of company products or services.

What are the most commonly searched types of Customer Retention jobs in Arizona?

The most popular types of Customer Retention jobs in Arizona are:

What cities in Arizona are hiring for Customer Retention Associate jobs?

Cities in Arizona with the most Customer Retention Associate job openings:

Customer Retention Associate jobs near you

Vice President, Customer Retention & Lifecycle Management

Cable One, Inc.

Phoenix, AZ • On-site, Remote

$131K - $168K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 25 days ago

Job description

Job Description:
At Sparklight, a Cable One brand, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.
We are open to hiring remote if we find the right talent in any of the following states: AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT.
What you will do to contribute to the company's success
The Vice President, Customer Retention & Lifecycle Management is responsible for leading the strategy, execution, and performance management of customer retention, churn reduction, loyalty, and lifecycle engagement across the company's residential internet customer base. This executive role owns the end-to-end customer lifecycle after acquisition, ensuring customers are effectively onboarded, engaged, supported, retained, and grown over time.
The VP will partner closely with Marketing, Sales, Product, Pricing, Customer Operations, Digital, Care, Field Operations, Finance, and Data Analytics to build proactive, data-driven programs that increase customer lifetime value, improve customer experience, reduce voluntary and involuntary churn, and strengthen long-term customer loyalty in a highly competitive internet services marketplace.
This leader will play a critical role in helping Sparklight improve customer lifetime value, strengthen customer loyalty, and accelerate profitable growth by developing a best-in-class customer retention and lifecycle management capability.
Key Responsibilities
  • Own enterprise-wide retention performance, customer lifetime value, and loyalty outcomes by aligning strategy, investments, and cross-functional execution across the customer lifecycle.
  • Own lifecycle management across critical customer stages, including onboarding, early tenure, product adoption, service experience, renewal, upgrade, downgrade, disconnect risk, and reactivation.
  • Develop and execute a multi-year roadmap for predictive analytics, AI-driven engagement, personalization, customer intelligence, and lifecycle capabilities that improve retention and customer value at scale.
  • Drive accountability across Care, Sales, Product, Pricing, Digital, Marketing, and Operations teams to address root causes of churn and achieve retention and customer value objectives.
  • Champion a customer-first culture that balances growth, profitability, experience, and loyalty across the organization.
  • Serve as the executive leader responsible for identifying and addressing systemic churn drivers across service quality, customer experience, pricing, billing, competitive pressures, and product performance.
  • Advise executive leadership on customer behavior, retention trends, customer economics, competitive threats, and opportunities to strengthen loyalty and long-term growth.

Qualifications
  • 10+ years of progressive leadership experience in customer retention, lifecycle marketing, customer success, customer experience, growth, or revenue management, preferably in the internet, broadband, telecom, subscription, or digital services industry.
  • Proven track record of reducing churn, improving retention, increasing customer lifetime value, and delivering measurable financial outcomes at scale.
  • Strong understanding of residential internet and wireless customer behavior, competitive dynamics, pricing sensitivity, product adoption, service quality, and switching drivers.
  • Experience leading data-driven segmentation, predictive churn modeling, journey orchestration, campaign management, A/B testing, and performance optimization.
  • Demonstrated ability to build executive-level business cases, influence cross-functional partners, and lead enterprise initiatives across matrixed organizations.
  • Strong commercial acumen with the ability to balance revenue, margin, retention, customer satisfaction, and operational feasibility.
  • Excellent leadership, communication, analytical, and change management skills.
  • Bachelor's degree required; MBA or advanced degree preferred.

Leadership Expectations
The successful candidate will be a strategic operator who combines customer empathy, analytical rigor, commercial discipline, and executive presence. This leader must be comfortable working across the organization to identify root causes of churn, align stakeholders around solutions, and drive disciplined execution. The role requires a leader who can translate complex data into clear business actions, build scalable lifecycle capabilities, and create accountability for measurable retention outcomes.
Success in this role also requires a leader who will model Sparklight's Leadership Expectations by developing associates through coaching, feedback, and talent development; building great teams through collaboration, trust, and accountability; and competing to win by driving innovation, strategic thinking, data-driven decision making, and strong business results. This leader will create an environment where people thrive, teams perform, and customer-focused outcomes drive long-term growth.
Key Success Metrics
  • Gross and net customer retention
  • Voluntary and involuntary churn reduction
  • Customer lifetime value improvement
  • Save rate and win-back performance
  • Lifecycle campaign engagement and conversion
  • Product adoption and upgrade performance
  • Net Promoter Score, customer satisfaction, and customer effort measures
  • Revenue, margin, and ARPU impact from retention programs

Core Competencies
  • Committed: Values each and every customer, while working hard to keep their business and support our communities.
  • Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
  • Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.
  • Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits
Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:
  • Medical, dental, and vision plans - start when you start!
  • Life insurance (self, spouse, children)
  • Paid time off (vacation, holiday, and personal/sick days)
  • 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation)
  • Group Legal plan with Identity Theft Protection

Additional Perks
  • Tuition reimbursement (up to $5,250 on 1st year)
  • Annual community support to various organizations across the U.S.
  • Associate recognition & awards programs
  • Advancement opportunities
  • Collaborative work environment
  • FREE Cable One services for associates who live in a serviceable area
  • Up to $75/mo. Stipend
  • Remote Access to select premium channels (Cable One, Sparklight, Cable America and ValueNet Fiber Only)

Our Commitment
Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.
Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
Pre-hire Processes
Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

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