Customer Retention Manager

Job Title: Customer Retention Manager

Location: Louisville, KY

Silco Fire & Security isn’t just a company, it’s a mission. Every day, our team plays a vital role in protecting lives and property for over 45,000 businesses across Ohio, Kentucky and surrounding states. We design, install, maintain and monitor fire protection and security systems that keep people safe and businesses compliant.

As the market leader in the Midwest, Silco is a growing, family-owned company with over 500 employees working from our headquarters in Cincinnati and branches in Dayton, Columbus, Toledo, Akron, Cleveland and Louisville. Recognized as a Top Workplace and named to the Inc. 5000 list of fastest-growing private companies, we have a long-standing track record of success and ambitious goals for the future.

Our impact extends beyond fire alarms and sprinklers; we provide peace of mind to the communities we serve. At Silco, you’re not just doing a job, you’re making a difference.

Position Overview:

Silco Fire & Security is seeking an experienced Customer Retention Manager. The Customer Retention Manager is a critical role focused on protecting our revenue and building long-term brand loyalty. You will act as a detective to uncover why clients leave and a strategist to keep them on board.

Responsibilities:

• Attrition Analysis & Root Cause
• Root Cause Identification: Conduct "exit interviews" and analyze account data to identify exactly why customers are canceling.
• Process Verification: During the analysis of each cancellation, verify if standard scheduling procedures were followed. Identify if the attrition was caused by deviations from company workflow.
• Active Retention: Use professional negotiation and creative problem-solving to address customer pain points and save at-risk accounts.
• Trend Reporting: Provide monthly reports to leadership on common friction points, specifically highlighting where internal process failures (like scheduling) led to customer dissatisfaction.
• Complaint Management & Resolution
• Case Ownership: Manage a queue of high-priority customer complaints, ensuring every issue is tracked from start to finish.
• At Risk Customers: Pro-actively reach out to “at risk” customers to ensure recent issues are fully resolved and we have taken all possible steps to keep them satisfied.
• Direct Resolution: Resolve billing disputes, service misunderstandings, or minor technical hurdles directly with the customer.
• Strategic Escalation: Know when to pull in Operations, Sales, or SLT members to resolve complex issues that are beyond the scope of general support.
• Process Improvement
• Feedback Loop: Act as the "voice of the customer" for internal teams, suggesting changes to procedures, policies, and behaviors that contribute to attrition.
• Retention Playbooks: Assist in developing "save" tactics, discount frameworks, and communication templates for the wider team.
  
  

Qualifications:

• High school diploma or GED required; bachelor’s degree in business, communications, or a related field strongly preferred.
• Minimum of 3–5 years of experience in customer retention, account management, customer success, or a related role with direct responsibility for reducing churn or managing at-risk accounts.
• Demonstrated success in retaining customers through negotiation, problem-solving, and relationship management, with measurable impact on revenue preservation or customer satisfaction.
• Strong analytical skills with proven ability to investigate root causes of customer attrition using data, trends, and operational insights.
• Experience reviewing internal processes (scheduling, service delivery, billing, etc.) to identify breakdowns and drive corrective actions.
• Ability to manage and resolve high-priority customer complaints independently while maintaining professionalism under pressure.
• Proven ability to influence cross-functional teams (operations, sales, leadership) to drive timely and effective resolutions.
• High emotional intelligence with a track record of de-escalating complex or sensitive customer situations.
• Excellent verbal and written communication skills, with the ability to clearly document findings and present insights to leadership.
• Strong organizational skills with the ability to manage multiple cases, priorities, and deadlines simultaneously.
• Proficiency in CRM systems (Salesforce), Microsoft Office (Excel, Word), and reporting tools for tracking customer activity and trends.
• Valid driver’s license, reliable transportation, and ability to pass a background check required.
  
  

Benefits:

In addition to a competitive compensation package, Silco offers a wide range of benefits such as medical, dental, vision, Aflac and a Flexible Spending Account (FSA). Silco offers company paid short-term disability and life insurance, as well as company paid training. The Company also boasts a 401(k) program with company matching and tuition reimbursement. Silco provides paid holidays and generous paid time off.

Employment at Silco is contingent upon completing and passing a background check and drug screen. Silco is an Equal Opportunity Employer.