Retention Program Manager

About the Organization

Envera Systems is a leading provider of innovative, access control and technology-based security solutions for gated communities. Our mission is to partner with communities to provide superior security through industry-leading technology and exceptional customer service. Our all-inclusive model, which includes a virtual guard system, advanced access control, video monitoring and dedicated service and support teams, is designed to enhance community safety, streamline management, and build lasting relationships with our clients.

Description

We are seeking a highly motivated and data-driven Retention Program Manager to be a champion for our customers and a key driver of long-term loyalty. This individual will be responsible for developing, implementing, and managing a comprehensive retention strategy to reduce customer churn and increase customer lifetime value. The ideal candidate will be a strategic thinker who can analyze customer data, identify at-risk accounts, and work cross-functionally to ensure a seamless and positive experience throughout the customer lifecycle.

Key Responsibilities

• At-Risk Customer Engagement: Design and lead targeted intervention campaigns for at-risk accounts. This includes direct communication, offering solutions, and working with cross-functional teams to resolve customer issues.
• Develop & Execute Retention Strategy: Create and implement a proactive, data-driven customer retention program focused on reducing churn and increasing customer loyalty across our portfolio of communities.
• Customer Health & Churn Analysis: Utilize customer data, surveys (e.g., NPS), and support ticket history to identify trends, pinpoint at-risk customers, and understand the root causes of churn.
• Cross-Functional Collaboration: Partner closely with Implementation, Field Service, the Inbound Call Center, Sales, Delivery, and Technology teams to ensure a consistent, high-quality customer experience from onboarding to ongoing service.
• Customer Advocacy & Feedback Loop: Act as the voice of the customer within Envera. Collect, analyze, and communicate customer feedback to leadership and product teams to inform improvements in our technology and service offerings.
• Develop Loyalty Programs: Create and manage programs or initiatives that reward long-term customers, encourage product adoption, and foster a sense of partnership with our communities.
• Reporting & Performance Monitoring: Establish key performance indicators (KPIs) for customer retention and provide regular, actionable reports to the leadership team.

Qualifications

• Proven experience (5+ years) in a customer retention, customer success, or project management role, preferably in a technology-driven service environment.
• Exceptional project management skills and the ability to establish frameworks for cross functional accountability.
• Exceptional analytical skills with the ability to interpret customer data, identify trends, and make data-driven decisions.
• Strong understanding of customer service principles, customer relationship management (CRM) software, and retention marketing strategies.
• Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels, both internally and with clients (HOA board members, property managers).
• A proactive, problem-solving mindset with a passion for building lasting customer relationships.
• Experience with retention-focused software, CRM platforms (Salesforce), and analytics tools is a plus.
• Bachelor's degree in Business, Marketing, or a related field.