Retention Manager

Job Summary

Experienced in B2B SaaS retention, the full-time Retention Manager will manage client escalations at risk of cancellation, developing and executing save plans while collaborating with cross-functional teams in a remote setting.

Key responsibilities

• Own every retention escalation from identification through resolution, ensuring structured data capture for company insights
• Engage retention opportunities within 24 business hours, conducting structured discovery to identify cancellation drivers
• Build and execute save plans involving pricing concessions, contract restructuring, and resource marshaling across various teams

Required qualifications

• 5+ years in B2B SaaS, with experience in Customer Success, Account Management, or Sales
• Track record in handling sub-$10k ACV, high-volume retention work
• Demonstrated experience in objection handling and pricing negotiation
• Ability to marshal cross-functional resources without direct authority
• Strong written documentation discipline, particularly in Salesforce