Customer Retention Manager

Role Overview

As a Customer Retention Manager, you’ll play a critical role in managing and defending a shared portfolio of approximately 400 accounts across North America, keeping clients engaged, supported, and set up for long-term success.

What You Will Do

Serve as the primary point of contact for inbound customer requests, apply retention strategies, manage inbound requests, audit account health, identify and route qualified expansion opportunities, and process transactional self-serve upgrades.

Why It Might Be a Fit

You’ll thrive in this position if you’re resilient, solutions-oriented, and energized by fast-paced environments where responsiveness and problem-solving drive real business impact.

Requirements

• Bachelor’s degree in Business, Finance, or a related field, or equivalent practical experience
• 3+ years of experience in Customer Success or Account Management within a B2B SaaS or FinTech environment
• Proven ability to handle high-stakes customer situations
• Strong organizational and prioritization skills
• Proficiency with CRM and Customer Success platforms such as Salesforce
• Clear and confident communicator

Benefits

• 401(k) program with 6% employer match
• Employee Stock Purchase Program with 15% discount
• Student loan repayment program up to $10k
• Company paid life and disability plans
• Generous paid time off
• Comprehensive medical, dental and vision coverage
• Health spending account with employer contribution
• Paid flex days to support mental wellbeing
• Gym membership discounts
• Paid parental leave
• Fertility benefits
• Paid bereavement leave
• Company gift matching program
• Employee resource groups
• Paid volunteer days
• Education Assistance Program
• Robust job skills training and Professional development opportunities