Manager, Customer Retention – Retention Team

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

📋 Description

• Lead the Retention team at Human Interest to proactively engage with at-risk customers and foster positive retention results.

• Take ownership of team performance, ensuring members concentrate on the appropriate accounts with effective strategies.

• Convert the strategic vision from the Sr. Director of Customer Retention into actionable daily operations.

• Handle critical and sensitive save opportunities as required.

• Manage the entire hiring and onboarding process.

• Create management playbooks, training materials, and communication guidelines.

• Set retention targets and report outcomes and forecasts to leadership and the Sr. Director of Customer Retention, contributing to monthly business evaluations.

• Oversee, review, approve, escalate, and regulate the team's use of concessions.

• Manage the daily retention case queue, balancing workloads, monitoring case loads, and enforcing rules for case ownership, same-day outreach, documentation, and resolution coding.

• Collaborate with leaders from Relationship Management, Customer Success Operations, Product, Sales, Onboarding, and Finance.

• Direct churn root causes to the appropriate teams and escalate recurring issues and their financial impact.

• Confirm monthly commission calculations and ensure timely submission of payouts.

• Contribute to the design of future incentive plans.

• Identify retention volume suitable for automation or AI-assisted outreach, conduct pilots, and scale successful strategies.

• Ensure that automation resources are redirected towards outreach for at-risk accounts.

• Engage in relationship-sensitive retention discussions and exemplify team standards.

⛳️ Requirements

• 6+ years of experience in customer retention, customer success, account management, or client-facing sales in financial services, fintech, or B2B SaaS.

• 2+ years of experience in directly managing a team, ideally one compensated partly on commission or evaluated against revenue targets.

• Proven record of enhancing retention or save outcomes at the team level and articulating changes made.

• Familiarity with 401(k), 403(b), or other qualified plan administration.

• Experience in coaching negotiation and objection handling, including structured reviews of recorded calls.

• Proficient in building and interpreting Salesforce reports and dashboards.

• Experience with BI tools like Tableau.

• Ability to analyze trends and derive insights.

• Sound commercial judgment regarding concessions and experience managing approvals within set limits.

• Capability to influence peers and senior leaders across various functions.

• Excellent written and verbal communication skills, including presenting findings and recommendations to senior leadership.

• Possession of QKA, QPA, RPF, or similar retirement plan designation is a plus, or a commitment to obtain one within 18 months.

• Experience with a 401(k) recordkeeper, retirement plan provider, payroll company, or HR technology firm serving small and mid-sized businesses is advantageous.

• Experience managing a fully remote team is a plus.

• Familiarity with financial advisors and third-party administrators is beneficial.

• A Bachelor's degree is a plus.

🏝️ Benefits

• Variable target component of $100,000 annually.

• 401(k) plan with a dollar-for-dollar employer match up to 4% of compensation, fully vested immediately, with $0 plan fees.

• Health insurance.

• Dental insurance.

• Vision insurance.

• Competitive time off.

• Parental leave.

• Unlimited access to digital tools, financial professionals, and a knowledge center via Addition Wealth.

• Enhanced mental health support through Lyra for employees and their dependents.

• Carrot fertility healthcare and family-forming benefits.

• Candidly student loan resources.

• Monthly work-from-home stipend.

• Quarterly lifestyle stipend.

• Team-building activities, virtual social events, and team offsites.

• Potential bonuses, commissions, and equity based on position.

• Reasonable accommodations throughout the application process.