Customer Retention Manager

Job Summary

Leading the Retention team in a fully remote capacity, the Manager, Customer Retention will drive proactive engagement with at-risk customers, oversee team performance against retention targets, and collaborate with senior leadership to enhance operational strategies.

Key responsibilities

• Oversee team operations including hiring, onboarding, and developing training materials
• Manage performance against retention targets and report results to leadership monthly
• Act as the primary liaison with other departments to address churn root causes and implement improvements

Required qualifications

• 6+ years of experience in customer retention, customer success, or account management within financial services or fintech
• 2+ years of experience managing a team, preferably with a commission-based structure
• Proven track record of improving retention outcomes at the team level
• Working knowledge of 401(k) or similar retirement plan administration
• Experience with data analysis and reporting tools such as Salesforce and Tableau