The senior customer retention strategist is responsible for reducing controllable churn through proactive and reactive strategies while ensuring exceptional customer experiences. This role collaborates cross-functionally with sales, customer success, product, and operations to address customer pain points, strengthen engagement, and drive retention. Compensation is tied to year-over-year improvement in controllable churn metrics, reinforcing the strategic importance of retention.Key ResponsibilitiesProactive retention strategiesAnalyze customer data to identify churn risks and implement targeted engagement strategies.Develop and execute outreach campaigns to enhance customer relationships and satisfaction.Partner with marketing and management to promote features, content, and offers that improve retention.Maintain a customer satisfaction score average over 4.0 and a 90% retention rate for high-value customers, excluding non-controllable churn.Reactive retention strategiesBuild and manage a churn mitigation program to retain at-risk customers.Establish a streamlined escalation process for resolving retention issues efficiently.Conduct post-churn analysis to refine retention strategies and improve processes.Customer advocacy and referral programIdentify satisfied customers and foster advocacy through engagement initiatives.Develop and manage a referral program in collaboration with marketing and customer success.Work with marketing to create case studies and testimonials showcasing customer success.Collaboration and reportingAdvocate for process improvements and technology enhancements to support retention goals.Track and differentiate churn revenue vs. churn quantity for deeper insights.Own churn control key performance indicators, provide reports on trends, and develop dashboards to monitor churn in real-time.Key CompetenciesStrong communication and collaboration skills across teams.Data-driven, results-oriented mindset with a focus on measurable retention impact.Strategic thinking, problem-solving, and decision-making abilities.Expertise in 401(k) administration, including compliance, plan design, and payroll integration.This role requires a customer-first mindset, strategic execution, and a passion for reducing churn and increasing customer lifetime value.
