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About the Role
The Customer Engagement & Retention Manager is responsible for identifying, preventing, and responding to customer churn across Skywire's Commercial and Residential customer base. This role requires a blend of customer empathy, analytical discipline, operational follow-through, and commercial judgment to drive initiatives that reduce churn and build customer goodwill.
Responsibilities
- Build and maintain a churn-risk framework using service history, tickets, billing issues, tenure, contract status, complaints, missed appointments, and downgrades.
- Flag high-risk customers and segments before cancellation requests and produce prioritized outreach lists.
- Work with internal teams to improve data quality and turn customer patterns into clear insights for leadership.
- Design and run targeted retention campaigns for at-risk Residential and Commercial accounts.
- Partner with Sales and Account Management on Commercial saves, renewals, and strategic outreach.
- Partner with Marketing on messaging that reinforces reliability, value, and local presence.
- Own the save-motion process end to end, including escalation paths, offer guidelines, documentation, and reporting.
- Respond quickly to cancellation intent or competitive switching signals, diagnose root cause, and choose the right intervention.
- Track save outcomes by customer type and churn reason to improve intervention effectiveness.
- Build touchpoints that create goodwill after installations, escalations, billing disputes, and renewals.
- Identify opportunities for proactive check-ins, customer education, and surprise-and-delight moments.
- Convert retained customers into references, testimonials, and referral sources.
- Categorize churn reasons and identify recurring operational drivers.
- Partner with Care, NOC/Field Ops, Engineering, Sales, and Billing to fix systemic issues, and escalate with clear data and recommendations.
- Deliver weekly/monthly reporting on churn, save activity, risk segments, and intervention outcomes.
- Track gross churn, voluntary/controllable churn, save rate, and satisfaction indicators.
- Use data to prioritize action, not just report history.
Requirements
- 4+ years in customer retention, customer success, account management, lifecycle marketing, customer operations, or a related field.
- Demonstrated track record reducing churn, improving retention, or recovering at-risk customers.
- Comfortable personally handling difficult customer conversations with professionalism, empathy, and commercial judgment.
- Strong working knowledge of customer data: CRM, ticketing, billing systems, spreadsheets, dashboards, and segmentation.
- Strong written and verbal communication skills.
- Able to drive cross-functional action without relying on formal authority.
- High organizational discipline, follow-through, and attention to detail.
- Comfortable in a hands-on, mid-market environment where processes and systems may need to be built and executed simultaneously.
- Experience in telecom, broadband, managed services, SaaS, subscription, utilities, or another recurring-revenue business.
- Experience across both Residential and Commercial customer bases.
- Familiarity with churn-risk scoring, customer health models, lifecycle campaigns, renewal motions, save desks, or win-back programs.
- Hands-on experience with Salesforce, HubSpot, Zendesk, Freshdesk, NetSuite, billing platforms, marketing automation, or BI tools.
- Understanding of ISP-specific issues: installation experience, outages, reliability, speed/performance, equipment, building access, billing disputes, SLA expectations, contract renewals, and competitive switching.
Skills
- Customer retention
- Customer success
- Account management
- Lifecycle marketing
- Customer operations
- Data analysis
- Customer empathy
- Operational follow-through
- Commercial judgment
- Customer advocacy
- Operator skills
- Commercial problem-solving
- Cross-functional collaboration
- CRM systems
- Ticketing systems
- Billing systems
- Spreadsheets
- Dashboards
- Segmentation
- Written communication
- Verbal communication
- Organizational discipline
- Attention to detail
- Salesforce
- HubSpot
- Zendesk
- Freshdesk
- NetSuite
- Marketing automation
- BI tools
Location
- New York City
- New Jersey
Work Type
- Full-time
Experience Level
- 4+ years
About the Company
- Skywire Networks is a leading provider of high-speed, reliable, and innovative connectivity solutions.
- Skywire empowers businesses and communities to thrive in the digital era.
- Skywire’s mission is to revolutionize the way people connect, communicate, and collaborate by delivering cutting-edge technology and exceptional services.
- Skywire is a trusted name in the telecommunications industry.
- We specialize in the design and deployment of customized fiber-optic and wireless networks.
- Skywire’s fast and reliable network infrastructure spans thousands of buildings across New York City, New Jersey, and beyond.
- Our extensive network serves over 2,200 on-net buildings, with access to over 100,000 adjacent buildings, 25,000+ residential customers, and 1,500+ businesses.
- Skywire’s coverage extends to major data centers, leading cloud providers, multi-dwelling residential units, and commercial buildings.