Senior Community Manager, Growth & Retention
HackerOne$129,000 - $158,000/year
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
SaaS, Marketing Technology, Customer SuccessIndustries
Requirements
- Minimum 3 years of call center leadership experience in Customer Retention or Loyalty within a subscription-based or telecommunications environment
- Proven success in achieving or exceeding retention KPIs (Save Rate, Invoice Retained %, CX, and AHT)
- Strong knowledge of Salesforce, Five9, IEX, Slack, Verint, and Stripe (or equivalent CRM, telephony, WFM, QA, and billing platforms)
- Skilled in performance management, employee engagement, and process improvement methodologies
- Demonstrated ability to lead through change and drive adoption of new initiatives
- Exceptional written and verbal communication skills; strong documentation discipline
- Availability to work any shift Monday–Friday and a rotating Saturday every 8 weeks as needed
- Customer-Centric Leadership: Passionate about creating customer experiences that retain and inspire loyalty
- Analytical Thinker: Uses data to identify trends and coach performance improvements
- Collaborative Partner: Works seamlessly across departments to support customer and company goals
- Adaptable
Responsibilities
- Lead, motivate, and develop a team of ~12 Retention Specialists through daily huddles, 1:1s, and side-by-side coaching sessions
- Provide clear feedback and coaching on call quality, negotiation, empathy, and policy adherence to achieve optimal customer outcomes
- Support by answering questions via slack chat, huddle, and/or Google meet
- Conduct performance management activities including goal-setting, documentation, and corrective action where needed
- Foster a positive team culture that encourages learning, recognition, and collaboration
- Manage adherence, attendance, and scheduling in partnership with WFM using IEX and Five9 systems
- Monitor and analyze team performance daily using Salesforce dashboards, Five9 reports, and Verint QA insights
- Drive continuous improvement initiatives that reduce AHT, improve FCR, and increase Save Rate and Invoice Retained %
- Ensure all escalations and customer retention decisions align with company policies, pricing, and promotional strategies
- Champion customer-first strategies to create meaningful, value-based conversations that reinforce loyalty
- Partner with Enablement, QA, and Training to ensure agents have the tools, resources, and knowledge to succeed
- Leverage call listening and data analytics to identify trends and create targeted coaching plans for skill development
- Identify and recommend improvements to call flow, save offer usage, and internal knowledge resources to enhance efficiency
- Collaborate cross-functionally with Billing, Tier 1, and Finance teams to ensure retention actions maintain compliance and profitability
- Lead change management efforts tied to new processes, systems, and retention strategies
- Managing day-to-day operations, ensuring KPI achievement across save rate, invoice retention, AHT, and CX metrics while fostering a culture of accountability, engagement, and excellence
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the team size for the Retention Team Lead role?
The role involves leading a team of approximately 12 Retention Specialists.
What experience is required for this position?
Minimum 3 years of call center leadership experience is required.
Is this a remote position?
This information is not specified in the job description.
What is the salary for the Team Lead, Retention role?
This information is not specified in the job description.
What does Constant Contact's company culture emphasize?
The culture emphasizes ownership, integrity, courage like a small business owner, accountability, engagement, excellence, learning, recognition, and collaboration.
Constant Contact
Digital marketing solutions for small businesses
About Constant Contact
Constant Contact offers digital marketing solutions for small businesses and nonprofits, focusing on email and social media marketing. Their user-friendly tools help clients create effective marketing campaigns to engage their target audiences and drive sales or donations. Operating on a subscription-based model, Constant Contact provides various pricing tiers to accommodate different business sizes, making their services accessible to all. The company aims to simplify marketing for organizations that may lack the resources or expertise to manage complex campaigns.
Waltham, MassachusettsHeadquarters
1995Year Founded
$420.8MTotal Funding
GROWTH_EQUITY_VCCompany Stage
Consumer Software, Social ImpactIndustries
1,001-5,000Employees
Benefits
Health Insurance
Paid Vacation
Hybrid Work Options
Professional Development Budget
Paid Sick Leave
Paid Holidays
Risks
Increased competition from AI-driven platforms like ActiveCampaign and Mailchimp.
Potential strategic shifts due to the sale of Siris Capital's ownership stake.
Data privacy challenges from integrations with platforms like Square.
Differentiation
Constant Contact offers AI-powered tools like Campaign Builder and BrandKit.
The company integrates with over 300 apps, including Square and HostGator.
Constant Contact provides a subscription-based model with various pricing tiers.
Upsides
Constant Contact is recognized as a market leader in email marketing.
The partnership with Square enhances marketing and transaction capabilities.
Expansion in APAC positions the company for growth in Asia-Pacific.
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