Customer Retention Manager

Nasdaq

. Manage and defend a shared portfolio of approximately 400 accounts across North America .

Posted 11/6/2026full-timeUnited StatesMid-LevelSenior💰 $73,000 - $124,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success and Account Management, focusing on retention strategies, customer engagement, and high-stakes issue resolution within a B2B SaaS or FinTech environment. Proficient in managing large account portfolios while ensuring effective communication and timely solutions.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementCRM ProficiencyChurn Mitigation FrameworksHigh-Stakes Customer Situations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Retention StrategiesAccount Health AuditingBilling Dispute ResolutionTransactional Self-Serve UpgradesIssue Diagnosis and Solution Delivery

Soft Skills

Organizational SkillsPrioritization SkillsClear CommunicationConfidence in Customer Interactions

Tools & Technologies

SalesforceCustomer Success Platforms

Industry Keywords

B2B SaaSFinTechSubscription-Based Business ModelsCustomer EngagementHigh-Velocity Environment

About the role

Key responsibilities & impact

Manage and defend a shared portfolio of approximately 400 accounts across North America
Serve as the primary point of contact for inbound contract, billing, cancellation, and product support requests
Use customer interactions to retain and strengthen relationships
Apply retention strategies to de-escalate customer friction and address commercial objections
Deliver creative solutions that protect revenue and gross retention
Manage inbound requests with urgency and precision
Ensure acknowledgment within SLA and drive toward first-contact resolution
Audit account health to identify product under-utilization
Guide customers toward features that deepen engagement and reduce churn risk
Identify and route qualified expansion opportunities
Process transactional self-serve upgrades
Report to the AVP of Account Management

Requirements

What you’ll need

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, including billing disputes and cancellation requests
Strong organizational and prioritization skills
Ability to manage a high-volume inbound queue across multiple time zones
Proficiency with CRM and Customer Success platforms such as Salesforce
Clear and confident written and verbal communication skills
Ability to diagnose issues and deliver solutions quickly
Experience managing large, pooled or unassigned account portfolios in a high-velocity environment
Familiarity with churn mitigation frameworks or structured retention methodologies
Exposure to SaaS products and subscription-based business models

Benefits

Comp & perks

Generous paid time off
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
Comprehensive medical, dental and vision coverage
Health spending account with employer contribution
Paid flex days to support mental wellbeing
Gym membership discounts
Hybrid home/office schedule (for most positions)
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
Professional development opportunities
Annual bonus/commission (short-term incentive)
Equity (long-term incentive)