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Senior Customer Retention Jobs (NOW HIRING)

Optimum

SVP Customer Retention

Long Island City, NY

$15.50 - $21/hr

The SVP of Customer Retention will be responsible for leading multiple Retention Call Centers, both in-house and third party managed. Focusing on activities that contribute to the retention of ...

Optimum

SVP Customer Retention

Long Island City, NY · On-site

$15.50 - $21/hr

The SVP of Customer Retention will be responsible for leading multiple Retention Call Centers, both in-house and third party managed. Focusing on activities that contribute to the retention of ...

KWI

Sr Customer Success Manager

Melville, NY · On-site

$110K/yr

Sr Customer Success Manager Department: Customer Experience Employment Type: Full Time Location ... Own and maintain Gross Revenue Retention (GRR) of greater than 95% within assigned accounts.

Repairify

Senior Customer Success Manager

Austin, TX · On-site

... Senior Customer Success Manager to build and lead it. As the founding member of the Customer ... Drive Retention Across the Broader Customer Base • Develop automated customer engagement programs ...

Repairify

Senior Customer Success Manager

Austin, TX

As the founding member of the Customer Success team, the Senior Customer Success Manager (CSM ... Drive Retention Across the Broader Customer Base Develop automated customer engagement programs for ...

Repairify

Senior Customer Success Manager

Austin, TX · On-site

As the founding member of the Customer Success team, the Senior Customer Success Manager (CSM ... Drive Retention Across the Broader Customer Base Develop automated customer engagement programs for ...

Upshop

Senior Customer Success Manager

Miami, FL · On-site

As a Senior Customer Success Manager, you will serve as the primary point of contact for assigned ... Meet retention, adoption, and growth goals across assigned customers Job Requirements and ...

KWI

Sr Customer Success Manager

Melville, NY

The Senior CSM will act as a trusted advisor to customers, aligning KWI's solutions to their ... Own and maintain Gross Revenue Retention (GRR) of greater than 95% within assigned accounts.

Allego

Sr. Customer Success Manager

Waltham, MA · On-site

$96K - $138K/yr

The Senior Customer Success Manager - Adoption (SCSM) works with Allego's existing enterprise ... Support achievement of company customer retention and expansion goals * Special projects as ...

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Senior Customer Retention information

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$45K

$102.8K

$121.5K

How much do senior customer retention jobs pay per year?

As of Jul 26, 2026, the average yearly pay for senior customer retention in the United States is $102,833.00, according to ZipRecruiter salary data. Most workers in this role earn between $83,000.00 and $116,500.00 per year, depending on experience, location, and employer.

What is the difference between Senior Customer Retention vs Customer Success Manager?

AspectSenior Customer RetentionCustomer Success Manager
Primary FocusReducing churn and maintaining existing customer relationshipsEnsuring customer satisfaction and maximizing product value
Key ResponsibilitiesRetention strategies, renewal negotiations, loyalty programsOnboarding, ongoing support, proactive engagement
Required SkillsCustomer analytics, communication, negotiationRelationship management, product knowledge, problem-solving
Work EnvironmentCustomer service teams, account managementCross-functional teams, client-facing roles

While both roles focus on customer relationships, Senior Customer Retention primarily aims to reduce churn and retain existing clients through targeted strategies. Customer Success Managers focus on ensuring customers achieve their goals with the product, fostering long-term satisfaction and growth. Both roles are vital for customer loyalty but differ in their core objectives and daily activities.

What is a Senior Customer Retention specialist?

A Senior Customer Retention specialist is a professional responsible for developing and implementing strategies to keep existing customers engaged and loyal to a company. They analyze customer behavior, identify reasons for churn, and design targeted campaigns or programs to address customer concerns and improve satisfaction. Their role often involves collaborating with sales, marketing, and support teams to ensure that customers receive timely and effective solutions, ultimately increasing customer lifetime value.

How does a Senior Customer Retention professional typically collaborate with other departments to improve retention rates?

Senior Customer Retention professionals frequently work cross-functionally with teams such as Marketing, Product, Sales, and Customer Support to develop and implement effective retention strategies. They analyze customer feedback, behavioral data, and churn patterns to identify opportunities for improvement and share actionable insights with relevant stakeholders. Regular meetings and collaborative projects help ensure alignment on retention goals, and this teamwork fosters a holistic approach to enhancing the overall customer experience. Building strong internal relationships is key to successfully driving initiatives that keep customers engaged and loyal.

What are the key skills and qualifications needed to thrive as a Senior Customer Retention Specialist, and why are they important?

To thrive as a Senior Customer Retention Specialist, you need expertise in customer relationship management, data analysis, and a strong understanding of retention strategies, typically supported by relevant experience and a bachelor's degree in business or a related field. Familiarity with CRM platforms, customer analytics tools, and retention-focused software is essential. Exceptional communication, problem-solving skills, and the ability to empathize with customers set outstanding professionals apart. These skills ensure effective customer engagement, proactive issue resolution, and sustained loyalty, directly impacting company revenue and growth.
More about Senior Customer Retention jobs
What cities are hiring for Senior Customer Retention jobs? Cities with the most Senior Customer Retention job openings:
What are the most commonly searched types of Customer Retention jobs? The most popular types of Customer Retention jobs are:
What states have the most Senior Customer Retention jobs? States with the most job openings for Senior Customer Retention jobs include:
What job categories do people searching Senior Customer Retention jobs look for? The top searched job categories for Senior Customer Retention jobs are:
Senior Customer Retention jobs near you
Infographic showing various Senior Customer Retention job openings in the United States as of July 2026, with employment types broken down into 78% Full Time, 19% Part Time, and 3% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $102,833 per year, or $49.4 per hour.
SVP Customer Retention

SVP Customer Retention

Optimum

Long Island City, NY

$15.50 - $21/hr

Other

Posted 14 days ago

Optimum rating

7.5

Company rating: 7.5 out of 10

Based on 54 frontline employees who took The Breakroom Quiz

49th of 96 rated telecommunications companies

Job description

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

 
We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.


If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

Job Summary

The SVP of Customer Retention will lead Optimum's brand customer base management focusing in on retention and loyalty efforts, increasing the lifetime value of our customer base. The SVP of Customer Retention will be responsible for leading multiple Retention Call Centers, both in-house and third party managed. Focusing on activities that contribute to the retention of customers and enhancing the customer experience. An expert in customer engagement, build and maintain an Optimum customer retention strategy with cross-functional partnership in other areas of Optimum customer base management channels. This role requires cross-functional solid leadership with retention marketing, product experience, operations, and analytics teams to deliver orchestrated customer experiences that create value for our customers and extend the subscriber lifetime value.

Responsibilities
  • Develop and implement retention strategies and best practices to achieve and surpass product and customer relationship retention
  • Build, manage and ensure cascade of Optimum brand customer retention strategies and priorities into short- and mid-term objectives for the call center retention operations
  • Understand and drive the attainment of key performance indicators, including service level, quality, revenue, productivity and efficiency, reliability, and attrition objectives
  • Cross-functional partnership to ensure the processes and experiences of a customer are aligned to the processes the retention call center operations fulfill
  • Responsible for partnering, ensuring alignment and executing retention playbook and protecting customer relationships, all lines of business, and revenue
  • Partner with Billing & Collection, E-commerce, Retail, and Sales Channels to streamline customer retention strategy and centralize customer retention operations
  • Partnering with CX team to maintain & measure departmental KPIs to garner actionable insights that will drive strategies around churn reduction and revenue optimization
Qualifications
  • Bachelor's or master's degree. MBA is preferred
  • Minimum fifteen years' experience in Retention or Customer Operations environment
  • Minimum ten years leadership experience. Experience within the Cable or Telecom industry is preferred
  • Extensive experience building & running customer retention and base management operations organization, with demonstrated results in driving enhanced productivity and improved operational metrics ideally, in Telco and Cable Industry
  • Extensive strategy skills and experience in Customer Base Management. Specific experience with churn analytics, churn reduction strategies as well as root cause analysis and resolution are needed
  • Experience developing segmentation strategies, customer lifecycle and loyalty programs
  • BPO management experience including experience across multiple channels such as inbound, outbound, chat and email
  • Demonstrated ability to define business KPIs and establish measurement frameworks

At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What's Right, Drive One Optimum, and Make It Happen. These aren't just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It's all part of the bigger picture of "Be The Difference" where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stops. 

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team. Together, we'll shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.

Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law. 

Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $242,760.00 - $346,800.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.

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