Retention Manager

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

📋 Description

• You will take ownership of every retention escalation from the moment it is identified until resolution, ensuring each opportunity is categorized as a clean save, partial save, or clean churn, with structured data documented to enhance the company's intelligence.

• Respond to all retention opportunities within 24 business hours of assignment and conduct structured discovery to ascertain the true reasons behind the cancellation signal.

• Develop and implement the save plan, which may involve a mix of pricing concessions, contract restructuring, complimentary training engagement, engineering or product escalation, executive outreach, or a sales-led re-pitch on value.

• Coordinate resources across Tech Support, Training, Onboarding, Customer Success, Product, and Engineering, with the authority to prioritize retention work across teams when warranted.

• Collaborate with Account Executives on Sales Misalignment cases, managing the opportunity and data integrity while keeping the AE actively engaged in calls and resolutions.

• Record every interaction in Salesforce; the data generated by this role is as critical as the saves themselves, contributing to upstream enhancements in Sales qualification, Onboarding detection, proactive Customer Success monitoring, and Product roadmap development.

• Recognize systemic trends from save attempts and communicate them back to Sales, Onboarding, Customer Success, and Product leadership.

• Operate within established authority, including pricing concessions such as discounts, credits, or contract restructuring.

• Maintain a 90-day stickiness standard for every save; saves that re-churn within 90 days will affect variable compensation.

• Pass on expansion opportunities identified during save cycles to the Account Management team.

⛳️ Requirements

• A minimum of 5 years in B2B SaaS, with significant experience in Customer Success, Account Management, or Sales — ideally a combination of these roles.

• Proven experience managing high-volume retention work for accounts with an ACV of less than $10k.

• Demonstrated ability in objection handling and pricing negotiation during live deals.

• Experience in mobilizing cross-functional teams (Engineering, Product, Training, Support) without direct authority over them.

• Strong written documentation skills; the output in Salesforce from this role will be used for informed decision-making for years to come.

• Excellent problem-solving and follow-through abilities.

• Must be eligible to work in the United States.

• Bonus: Experience in automotive SaaS, shop management software, or similar industries.

• Bonus: Background in independent automotive repair shops.

• Bonus: Proficiency with Salesforce, Zoom, Slack, Google Calendar, or similar tools.

🏝️ Benefits

• Medical/Dental/Vision

• Flexible Spending Account

• 401K Match

• Unlimited PTO