Customer Retention Team Lead
CompanyCam
Hi, we’re CompanyCam.
We’re a simple-to-use photo documentation and productivity app for contractors of all commercial and home services industries. Packed with intuitive functionality, CompanyCam facilitates unparalleled communication and accountability across a contractor’s entire business. We’re committed to providing a consumer-grade, game-changing experience that helps our users build trust within their company and with their customers.
But don’t let that corporate description fool you—the people behind our buttoned-up product are laid-back (but hardworking), genuine, and kickass, and you could be one of them!
The Role
We are hiring a Customer Retention Team Lead to join our Customer Success team! This role will be responsible for reducing delinquent customer churn and increasing customer satisfaction. In addition to maintaining strong customer relationships through direct interactions, this role will shape and guide the retention strategy, ensure process excellence, and support overall team performance. The Customer Retention Team Lead will be responsible for identifying trends, coaching team members, and partnering with cross-functional partners to drive retention results and improve the overall customer experience.
What You'll Do
- Lead retention strategy by analyzing trends, reducing churn, and driving long-term customer value
- Coach and support Retention Specialists through 1:1s, feedback, and performance reviews
- Personally manage a portfolio of at-risk accounts to model effective retention outreach
- Gather and analyze customer feedback to identify recurring issues and surface insights
- Collaborate cross-functionally with Sales, Product, and Support to improve customer experience
- Own and optimize retention processes, playbooks, and performance reporting
- Ensure accurate CRM usage and documentation across tools like Vitally and Salesforce
- Support onboarding and ongoing development for new and existing team members
What You'll Bring
- 2+ years in a customer-facing role, ideally in SaaS; previous experience in customer retention or account management strongly preferred
- 1+ year experience in a team lead, mentorship, or coaching role
- Excellent communication skills with a persuasive approach to objection handling and value-based negotation
- Skilled at solving complex problems, identifying trends, and using data-driven insights to drive action
- Strong organizational skills with the ability to manage multiple priorities, shifting timelines, and initiatives
- A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving.
- A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems.
Benefits & Compensation
This is a salaried/hourly position at CompanyCam. Our starting salary is $55,000 - $63,000 per year and is based on experience. We also offer meaningful equity and other benefits.
CompanyCam is an equal-opportunity employer committed to respect, inclusion, and growth. We work hard, take responsibility, and support each other. Great ideas come from all backgrounds, and we carefully consider every applicant without regard to personal characteristics or traits. Even if your work experience doesn’t align perfectly, we encourage you to apply. What really matters to us is your potential, your passion, and your commitment to learning, innovation, and contributing meaningfully to our team.
For any accommodations or adjustments to complete the online application or to participate in the interview process, please email jobs@companycam.com and we’ll respond to your email promptly. Do not include any medical or health information in your email.