Manager, Customer Retention (People Manager), Retention Team

Role Overview

The Manager, Customer Retention leads Human Interest’s Retention team with the primary goal of proactively intervening with at-risk customers to drive positive retention outcomes. The team is responsible for ensuring members focus on the right accounts using the right approach.

What You Will Do

The Manager will oversee team operations, develop management playbooks, train materials, and talk tracks. They will own the team’s performance against retention targets, report results and forecasts to Leadership, and govern the use of concessions.

Why It Might Be a Fit

The ideal candidate will have 6+ years of experience in customer retention, customer success, account management, or client-facing sales within financial services, fintech, or B2B SaaS. They will have a track record of improving retention or save outcomes at the team level and be able to explain specifically what they changed to get there.

Requirements

• 6+ years of experience in customer retention, customer success, account management, or client-facing sales within financial services, fintech, or B2B SaaS
• 2+ years of experience directly managing a team
• contributors, preferably a team paid partly on commission or measured against revenue targets
• A track record of improving retention or save outcomes at the team level, and the ability to explain specifically what you changed to get there
• Working knowledge of 401(k), 403(b), or other qualified plan administration
• Experience coaching negotiation and objection handling, including through structured review of recorded calls
• Comfort working with data. You can build and read Salesforce reports and dashboards, work in a BI tool such as Tableau, interpret trends and generate insights.
• Sound commercial judgment about concessions, including experience managing approvals within defined limits
• Demonstrated ability to influence peers and senior leaders in other functions who do not report to you
• Clear written and verbal communication, including presenting results and recommendations to senior leadership

Benefits

• A great 401(k) plan with a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie

Tagged as: Salesforce, Tableau