Manager, Customer Retention (People Manager)

New

Human InterestRetirement benefits

Location: United States, RemoteFull-TimeManager

SalaryThe base salary for this position spans $90,000 - $100,000 plus a variable target component of $100,000 annually

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Job Details

Experience: 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.
Required Skills: People ManagementSalesforceTableauNegotiation

Have 6+ years of experience in customer retention, customer success, account management, or client-facing sales within financial services, fintech, or B2B SaaS.
Have 2+ years of direct people-management experience.
Show a track record of improving retention or save outcomes at the team level and explain the changes made.
Have working knowledge of 401(k), 403(b), or other qualified plan administration sufficient to coach representatives through retention scenarios and customer conversations.
Have experience coaching negotiation and objection handling, including structured review of recorded calls.
Be comfortable building and reading Salesforce reports and dashboards and working with a BI tool such as Tableau.
Demonstrate sound commercial judgment about concessions and experience managing approvals within defined limits.
Be able to influence peers and senior leaders in other functions and present results and recommendations to senior leadership.
Nice to have: experience at a 401(k) recordkeeper, retirement plan provider, payroll company, or HR technology company serving small and mid-sized businesses.
Nice to have: QKA, QPA, RPF, or similar retirement plan designation, or commitment to earn one within 18 months.
Nice to have: experience managing a fully remote team and working with financial advisors and third-party administrators.
Nice to have: bachelor's degree.

Oversee team hiring, onboarding, management playbooks, training materials, and talk tracks.
Own team performance against retention targets and report results and forecasts to leadership monthly.
Review and approve concessions within delegated authority, escalate requests above it, and manage overall concession use.
Run the daily retention case queue by assigning cases, balancing workloads, monitoring caseloads, and enforcing case-ownership and outreach practices.
Ensure documentation and resolution coding support accurate save and loss reporting.
Partner with Relationship Management, Customer Success Operations, Product, Sales and Onboarding, and Finance to route churn causes and improvement feedback.
Validate monthly commission calculations, submit payouts on schedule, and contribute to future incentive-plan design.
Identify opportunities for automation or AI-assisted outreach, run pilots, and scale effective approaches.
Personally handle sensitive retention conversations when needed and demonstrate expected team standards.

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