Manager, Customer Retention – Retention Team

Human Interest

. Lead Human Interest's Retention team to proactively intervene with at-risk customers and drive positive retention outcomes .

Posted 11/12/2026full-timeRemote • United StatesMid-LevelSenior💰 $90,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer retention strategies, team management, and operational execution within financial services or B2B SaaS environments. Proficient in leveraging data insights and automation to enhance retention outcomes and drive performance.

Highest-signal resume keywords

Customer Retention ManagementTeam LeadershipSalesforce Reporting401(k) Plan AdministrationData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer RetentionAccount ManagementNegotiation CoachingTrend InterpretationPerformance Reporting

Soft Skills

Clear CommunicationInfluencing PeersTeam CollaborationProblem Solving

Tools & Technologies

SalesforceTableauBI Tools

Certifications & Qualifications

QKAQPARPF

Industry Keywords

Financial ServicesFintechB2B SaaSRetirement Plan ProviderHR Technology

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Lead Human Interest's Retention team to proactively intervene with at-risk customers and drive positive retention outcomes
Own team performance and ensure members focus on the right accounts using the right approach
Translate strategic direction from the Sr. Director, Customer Retention into daily operational execution
Lead high-stakes and sensitive save opportunities when needed
Oversee full-cycle hiring and onboarding
Develop management playbooks, training materials, and talk tracks
Own retention targets, report results and forecasts to leadership and the Sr. Director, Customer Retention, and contribute to monthly business reviews
Govern, review, approve, escalate, and manage the team's use of concessions
Run the daily retention case queue, balance workloads, monitor caseloads, and enforce case ownership, same-day outreach, cadence, documentation, and resolution-coding rules
Partner with Relationship Management, Customer Success Operations, Product, Sales, Onboarding, and Finance leaders
Route churn root causes to responsible teams and escalate recurring patterns and financial impact
Validate monthly commission calculations and submit payouts on schedule
Contribute to future incentive-plan design
Identify retention volume suitable for automation or AI-assisted outreach, run pilots, and scale effective approaches
Ensure automation capacity is redirected to outreach for at-risk accounts
Participate in relationship-sensitive retention conversations and model team standards

Requirements

What you’ll need

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, preferably a team paid partly on commission or measured against revenue targets
Track record of improving retention or save outcomes at the team level and explaining what was changed
Working knowledge of 401(k), 403(b), or other qualified plan administration
Experience coaching negotiation and objection handling, including structured review of recorded calls
Ability to build and read Salesforce reports and dashboards
Experience working in a BI tool such as Tableau
Ability to interpret trends and generate insights
Commercial judgment about concessions and experience managing approvals within defined limits
Ability to influence peers and senior leaders in other functions
Clear written and verbal communication, including presenting results and recommendations to senior leadership
QKA, QPA, RPF, or similar retirement plan designation is nice to have, or commitment to earn one within 18 months
Experience at a 401(k) recordkeeper, retirement plan provider, payroll company, or HR technology company serving small and mid-sized businesses is nice to have
Experience managing a fully remote team is nice to have
Experience working with financial advisors and third-party administrators is nice to have
Bachelor's degree is nice to have

Benefits

Comp & perks

Variable target component of $100,000 annually
401(k) plan with dollar-for-dollar employer match up to 4% of compensation, immediately vested, with $0 plan fees
Health insurance
Dental insurance
Vision insurance
Competitive time off
Parental leave
Unlimited access to digital tools, financial professionals, and a knowledge center through Addition Wealth
Lyra enhanced mental health support for employees and dependents
Carrot fertility healthcare and family-forming benefits
Candidly student loan resources
Monthly work-from-home stipend
Quarterly lifestyle stipend
Team-building experiences, virtual social events, and team offsites
Potential bonuses, commissions, and equity depending on position
Reasonable accommodation throughout the application process