Customer Retention Principal

Job Summary

A company is looking for a Customer Retention Principal for their Small Group customer user base.

Key Responsibilities:

• Manage and grow the Small Group book of business, including risk escalations, renewals, and customer churn
• Use data analyses and communication strategies to achieve KPIs and drive cross-functional projects
• Own Small Group customer trends, inform internal teams, and build scalable processes

Qualifications:

• Bachelor's degree in Business Administration, Communications, or a related field
• Minimum of 2 years' experience in a front-line customer role and 5 years in managing a customer book of business
• Proven ability to manage complex customer issues and relationships
• Demonstrated ability to analyze data and use communication channels to address trends and mitigate customer churn