Customer Retention Manager
Company: CPI Security
Location: Charlotte
Posted on: February 18, 2026
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Job Description:
Job Description Job Description CPI Security, a national leader
in residential and commercial security solutions, is looking for a
Customer Retention Manager. Headquartered in Charlotte, North
Carolina, CPI Security was founded in 1991 on an entrepreneurial
spirit and a passion for helping and protecting others. What
started as a company of 10 employees and 300 customers has grown
into one of the nation's top 10 largest security providers with
over 750 employees. Over the years, CPI has received many awards
for excellence, such as twice-awarded SDM Dealer of the Year,
Central Station of the Year, and the Marvel Award. The company
leads the industry in alarm response times, is consistently ranked
in the top 10 of electronic security businesses, and is widely
known as North Carolina and South Carolina's Top 25 Best Places to
Work. We are seeking a transformative and high performing Sales &
Customer Retention Manager who will play a significant role
managing the attrition process and help our business reach new
heights. The ideal person will be a hands-on leader who will design
and implement customer retention strategies and work with a team of
CFL ("Customer for Life") representatives to increase loyalty,
retain business and drive sales. What You'll Do: Lead a team of CFL
supervisors and representatives to facilitate the operations and
activities within the CFL department including managing the
attrition process, overseeing progress of Company resigns and
Rmoves (including internal and external sales), responding to
customer questions and concerns, and educating customers on proper
use and maintenance of CPI Security system. Field escalated
customer issues within CFL Department and demonstrate the aptitude
to diffuse difficult situations and provide resolution to the
customer. Monitor calls fielded by CFL Representatives to observe
employee demeanor, professionalism, courteousness, accuracy and
overall conformity to company policy and procedures and provide
constructive critique and coaching when needed. Develops and
maintains a high-performing, fun and energetic culture through an
action-oriented, desire-to-win leadership style. Responsible for
KPI's including, but not limited to: Rmove conversion, Resign
conversion, Attrition rate, Service Level/ Average Speed Answer,
Productivity, and more. Build and maintain a high-performance team,
and an engaging culture of excellence that includes, evaluating,
developing, and motivating CFL representatives to achieve
departmental success. Create an environment that attracts and
retains top talent. This includes identifying and providing growth
opportunities for high performing employees. Developing a talent
strategy that attracts and retains a certain skill set needed for a
high performing and evolving Sales and Customer Retention team.
Refine, implement, and manage metrics, KPI's, best practices, and
workflow utilizing ERP and CRM analytics to consistently measure
and improve performance to meet revenue targets. Record and monitor
all daily team activities in CRM for needed actions and follow ups.
Continuously look for process improvement opportunities and
encourage employees to contribute new ideas and solutions to
problems. What We're Looking For: Must be able to effectively lead,
manage and motivate others Demonstrate malleability and aptitude to
learn, process and effectively implement new policies and
procedures as corporate standards are modified over time Must be
able to successfully communicate and train direct reports on all
policies, procedures and processes required to meet or exceed
departmental requirements and goals Must maintain a high level of
product knowledge, including, but not limited to: current product
features and specifications, current corporate promotions, pricing,
and discounts Ability and willingness to perform at a high level of
competency to meet or exceed departmental standards while upholding
the best interests of the customer and the company Must be able to
develop and sustain positive and harmonious working relationships
with all customers, colleagues and direct reports Strong verbal,
written, analytical and computer skills Good problem solving and
decision-making abilities What We Offer: $90,000 to $120,000
annually based on experience and performance Ongoing specialized,
paid training to reach your career goals Great medical, dental,
vision, short- & long-term disability and life insurance options.
PTO, 401(k) with company match Eligible for free monitored security
system after 90 days. Education assistance – we encourage and
support our employees who want to improve their skills and further
their education Engaging and fun company culture that's made up of
a diverse group of people On-site café, coffee/smoothie bar,
walking trail, basketball court, and state-of-the-art fitness
facility with a dedicated Fitness Director
Keywords: CPI Security, Burlington , Customer Retention Manager, Sales , Charlotte, North Carolina
