Customer Retention Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct retention discussions with plan sponsors, advisors, and administrators who have indicated a desire to cancel, aiming to understand their concerns and find solutions that maintain the relationship with Human Interest while emphasizing the value of Human Interest’s platform and services.

• Utilize objection-handling, value re-anchoring, retention tactics, and pricing strategies within established approval limits to secure saves and uphold profitability, overseeing each case from initial contact to resolution.

• Perform targeted outreach to customers flagged as at-risk by HI's churn model, intervening prior to formal cancellation intent being expressed.

• Determine the root causes of churn and work collaboratively with internal teams such as Product, Operations, Compliance, and Support to implement process enhancements and platform upgrades that improve customer experience and minimize future churn.

• Collaborate with Customer Account Managers on high-value and relationship-sensitive cases, providing retention insights while retaining ownership of cases until resolution.

• Record customer interactions, save efforts, and results in Salesforce to assist with accurate retention reporting and ongoing strategy enhancement.

• Highlight recurring cancellation trends to the appropriate internal teams using structured data to guide systemic improvements.

• Additional duties as assigned.

⛳️ Requirements

• Over 3 years of experience in customer success, client retention, sales, or similar client-facing roles within financial services, fintech, or SaaS.

• Strong understanding of 401(k), 403(b), or other qualified plan administration.

• Demonstrated ability to navigate complex customer discussions and effectively address concerns in high-stakes client scenarios.

• Exceptional verbal and written communication skills, capable of clearly articulating intricate retirement plan concepts to diverse audiences.

• Strong analytical and problem-solving skills with the capability to identify root causes of customer dissatisfaction and devise effective solutions.

• Proficient in using CRM platforms like Salesforce and productivity tools such as Google Workspace.

• Ability to handle multiple customer situations concurrently in a fast-paced environment.

🏝️ Benefits

• An excellent 401(k) plan: Our own! Our 401(k) features a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and no plan fees.

• Premium health plans, along with dental and vision insurance.

• Competitive time off policies and parental leave.

• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to aid in understanding your equity and supporting your financial wellness.

• Lyra: Enhanced Mental Health Support for employees and their dependents.

• Carrot: Fertility healthcare and family formation benefits.

• Candidly: Student loan resources to assist you and your family in planning, borrowing, and repaying student debt.

• Monthly work-from-home stipend; quarterly lifestyle stipend.

• Engaging team-building activities, ranging from virtual social events to team offsites, fostering collaboration and camaraderie.