LawnStarter is the nation’s leading on-demand marketplace for lawn care and related services, allowing hundreds of thousands of customers nationwide to book a service with the tap of a button. But lawn care is only the beginning - our vision is to become the one-stop shop for all home services.
Our company is flourishing at an incredible pace, profitable and achieving remarkable success. And we're not stopping there! We're actively seeking talented and hard-working individuals like you to join our team and help us achieve our ultimate vision.
Role Summary:
The Assistant Manager - Retention plays a critical role in maximizing customer lifetime value by leading retention strategies and initiatives that reduce churn and drive save rate. This role combines people leadership with analytical rigor, supporting and developing a retention team while leveraging customer data and cross-functional partnerships to identify at-risk customers and implement proactive intervention strategies. The ideal candidate will balance operational excellence with strategic thinking, owning key retention metrics while continuously optimizing processes and workflows that strengthen customer relationships and improve the overall LawnStarter experience.
Responsibilities:
- Lead retention initiatives across the customer lifecycle to reduce churn, increase customer lifetime value, and drive subscription renewals through proactive engagement strategies and win-back campaigns
- Support and develop the retention team by coaching team members on customer recovery techniques, save strategies, and service resolution approaches while fostering a customer-centric culture focused on satisfaction and loyalty
- Partner cross-functionally with Customer Success, Operations, Product, and Marketing teams to identify retention risks, resolve systemic customer pain points, and implement improvements that enhance the overall customer experience
- Own retention performance metrics including save rates, churn reduction, and retention targets, providing regular reporting and insights to senior leadership
- Design and optimize retention workflows and processes, establishing best practices for customer outreach, cancellation prevention, and reactivation that can be scaled across the team and organization
- Analyze customer behavior and feedback data to identify trends, root causes of attrition, and opportunities for intervention, translating insights into actionable strategies that improve retention outcomes
- Manage escalated customer cases requiring specialized attention, serving as a point of escalation for complex retention scenarios and ensuring high-value customers receive appropriate solutions
- Drive continuous improvement initiatives by testing new retention tactics, evaluating program effectiveness, and implementing data-driven changes that strengthen customer relationships and reduce voluntary cancellations
