Customer Retention Lead

Job Title: Customer Retention Lead

Location: Greater St. Louis, MO

Start Date: Immediate

About Gateway:

Gateway Fiber is seeking an outstanding individual to fill the role of Customer Retention Lead. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.

Gateway’s Beliefs About People:

Gateway believes that people want to know they are cared for both professionally and personally at work. We all share a clear vision of where the company is going, and how our contributions positively affect our culture and operational performance. At Gateway, we look out for each other and actively find ways to help one another, as we all have a role in defining the path forward towards the company’s vision. We strive for a transparent environment where information is readily shared, and our teams feel safe to share feedback, even if it might seem unpopular. Gateway’s beliefs about people shape the company and the way we do business.

Role Summary

The Customer Retention Lead is a working leader responsible for leading Gateway Fiber's customer retention function while directly supporting customers considering cancellation, experiencing service concerns, or expressing dissatisfaction. The role leads an initial team of two Customer Retention Representatives, with additional representatives planned as the function grows. The Customer Retention Lead provides formal performance management, coaching, escalation support, and frontline coverage while helping establish the processes, tools, and expectations needed for a successful retention program.

The role is accountable for retention performance, including achievement of a formally established save-rate target, and for providing leadership with clear visibility into the top three churn drivers, customer objection trends, and improvement opportunities.

Role Allocation:

60% - Inbound Retention Calls and Escalations

20% - Team Leadership and Performance Management

10% - Retention Reporting and Analysis

10% - Proactive Churn Outreach and Process Improvement

Expected Outcomes and Requirements:

Inbound Retention Calls and Escalations (approximately 60%)

• Field inbound calls from customers considering cancellation or expressing dissatisfaction.
• Handle escalated and complex retention situations requiring advanced problem-solving and customer recovery skills.
• Listen to customer concerns, identify the underlying issue, and work toward an appropriate resolution.
• Apply approved retention offers, save strategies, and objection-handling frameworks.
• Clearly explain available options and set accurate expectations with customers.
• Document customer interactions, outcomes, objections, and save results in designated systems.

Team Leadership and Performance Management (approximately 20%)

• Lead an initial team of two Customer Retention Representatives, with an additional team member planned as the retention function grows.
• Set clear expectations and provide ongoing coaching, feedback, and formal performance management.
• Conduct regular one-on-one meetings focused on development, accountability, and results.
• Monitor individual and team performance, including progress toward the formally established save-rate target.
• Provide real-time guidance and serve as the primary escalation point for complex customer situations.
• Support recruiting, onboarding, and training as the team expands.
• Foster a positive, customer-focused culture centered on ownership, collaboration, and continuous improvement.

Retention Reporting and Analysis (approximately 10%)

• Track and report retention activity, save rates, customer outcomes, and team performance.
• Identify and regularly communicate the top three churn drivers, including supporting customer feedback and objection trends.
• Evaluate the effectiveness of retention strategies, offers, and workflows as the program develops.
• Provide leadership with actionable recommendations to improve retention and reduce avoidable churn.
• Maintain accurate and consistent documentation standards that support reliable reporting.

Proactive Churn Outreach and Process Improvement (approximately 10%)

• Contact customers identified as being at high risk for churn as call volume and team priorities allow.
• Guide proactive outreach to investigate and resolve customer issues before they result in cancellation.
• Help establish and refine retention processes, procedures, training, and best practices.
• Partner with Customer Support, Technical Support, Billing, Marketing, Product, and other teams to address recurring customer friction points.
• Serve as an internal champion for customers by communicating retention insights and improvement opportunities throughout the organization.

What's in it for you?

• Competitive compensation and comprehensive benefits, including medical, dental, vision, paid time off, and a flexible work environment.
• Be part of a locally owned, innovative company with strong growth projections and a people-first culture.
• Lead and help shape a new customer retention function with direct impact on customer loyalty and company performance.
• Collaborate with a dynamic, results-driven team that values accountability, teamwork, and impact.
• Receive comprehensive onboarding, training, and ongoing development to support your long-term career growth.
• Gain opportunities to build new skills and contribute to critical projects across multiple areas of the business.

Preferred Qualifications

• 3 years of customer service, retention, account management, or related customer-facing experience.
• Prior leadership, coaching, mentoring, or team lead experience.
• Proven ability to handle customer objections, escalations, and sensitive conversations.
• Ability to provide clear expectations, constructive feedback, and formal performance management.
• Strong written and verbal communication skills.
• Strong analytical skills with the ability to identify trends and develop practical recommendations.
• Ability to balance a high volume of frontline customer interactions with leadership, follow-up, and reporting responsibilities.
• Experience documenting customer interactions and insights accurately.
• Adherence to established processes while identifying improvement opportunities.
• Proficiency with CRM, customer service, reporting, and Microsoft Office platforms.