Customer Retention Manager

Job Summary

Engaging customers at risk of leaving, the full-time remote Customer Retention Manager will lead retention conversations with plan sponsors and advisors, execute targeted outreach, and collaborate with internal teams to enhance customer experience and reduce churn.

Key responsibilities

• Lead retention conversations with clients expressing intent to cancel, identifying underlying concerns and solutions
• Execute proactive outreach to at-risk customers based on churn models, intervening before formal cancellation intent
• Collaborate with internal teams to identify churn drivers and implement process improvements for better customer retention

Required qualifications

• 3+ years of experience in customer success, client retention, or sales within financial services, fintech, or SaaS
• Strong working knowledge of 401(k), 403(b), or other qualified plan administration
• Proven ability to handle complex customer conversations effectively
• Experience using CRM platforms such as Salesforce and productivity tools like Google Workspace
• Ability to manage multiple customer situations in a fast-paced environment