Customer Retention Manager

Requisition Number: 27770 

This is a hybrid role and candidate must live within 50 miles from an AmeriGas location.

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Applications for this position will be accepted until November 14, 2025.

Job Summary

The Retention Manager (RM) reports to the Sr. Director of Commercial Sales and Retention (SDCSR) and is responsible retaining large commercial customers in the sales portfolio and for maintaining or increasing current margins and gallons.  The Retention Manager will work closely with the Territory Sales Managers (TSM) to oversee a portfolio of key customers. The RM’s team will proactively identify at-risk customers, develop retention strategies, and work with the TSRs to maximize customer lifetime value and reduce churn.  Additionally, the retention team will serve as a renewal customer’s point of contact for contracts, pricing, billing and customer service concerns.  The Retention Manager is proactive in supporting and anticipating customers’ needs to enhance customer satisfaction, loyalty, and retention. 

Duties and Responsibilities

• Customer Retention Strategy: Develop and execute comprehensive retention strategies to reduce customer churn and increase customer loyalty. Identify at-risk accounts using data analytics and implement proactive intervention programs. Create and manage customer success workflows that drive engagement and satisfaction. Design retention campaigns and offers tailored to different customer segments and risk levels
• Account Management & Relationship Building: Manage a portfolio of high-value customer accounts with focus on retention and expansion opportunities. Conduct regular check-ins with key customers to understand their needs and address concerns. Collaborate with customer success teams to ensure seamless customer experience. Build strong relationships with decision-makers and influencers within customer organizations. Serves as main point of contact for key customers and proactively partners with other teams to ensure contracts, billing, pricing, and operational execution meet the needs of the customer.
• Sales Performance & Revenue Growth: Meet and exceed retention revenue targets and churn reduction goals. Identify upselling and cross-selling opportunities within existing customer base. Negotiate contract renewals, extensions, and expansions. Develop win-back strategies for recently churned customers.
• Communications: Utilizes Sales Activity and Sales Performance reports generated from CRM to communicate results and actions required to meet goals. Ensures SDCSR and other sales leadership is informed of significant matters and takes corrective action or recommends alternative courses of action, as appropriate.
• Customer Relations Collaborates with the operating team where necessary to enhance the customer experience in building and maintaining relationships with high value customers.
• Business/Market Knowledge: Understands operations and keeps current on the propane industry, customer demographics and the competitive environment to drive marketplace opportunities, mitigate risks and maximize total profit.
• Business Partnership: Retention Manager partners with Sr. Sales Development Managers and Territory Sales Managers to identify the top customers to target for retention efforts. Partners with marketing to develop retention-focused campaigns and communications. Coordinate with new sales teams to ensure smooth customer handoffs and set retention expectations. Partners with operations, customer service, sales, marketing, and pricing teams to understand customer concerns and churn, and analyzes operational opportunities to execute improved communications and delivery of product safely and on-time.
• Performs other duties and responsibilities as required or requested by manager.

Knowledge, Skills and Abilities

• Strong sales and analytical skills with ability to interpret sales data and metrics.
• Excellent communication, problem solving, and collaboration skills to achieve high level of customer retention.
• Track record of building and maintaining meaningful customer relationships.
• Self-motivated with ability to work independently and manage multiple priorities.
• Ability to initiate collaboration efforts with peers and other departments to solve complex problems and anticipate requests and issues before they arise.
• Ability to clearly present information in an engaging manner.
• Must have good organizational skills with the ability to manage the sales process and maintain accurate minimum expectations within the CRM database.

Education Required:

• Degree in Business or equivalent experience required.

Experience Required:

• Minimum 5 years of demonstrated execution of improving customer relationships, retention, and profitability.

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician.  Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

The pay for this position ranges from to $125,000.00 , depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. 

This is the Company’s good faith and reasonable estimate of the range of compensation for this position as of the time of posting.  The Company offers a wide array of comprehensive benefit programs and services including medical, dental, vision, flexible spending and health savings accounts to our benefits-eligible employees. Additional benefits include retirement savings plans like 401(k) and paid days off such as parental leave, military leave, vacation/paid time off, sick leave in compliance with state law, as applicable, paid holidays, and disability coverage. Some benefits offerings are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.