Customer Retention Manager

Human Interest

2d•$110,000 - $120,000•Remote

About The Position

The Customer Retention Manager exists to protect Human Interest's recurring revenue by engaging customers who are at risk of leaving and by intervening early enough to change the outcome. This role is the front line of HI's retention function, handling everything from inbound cancellation requests to targeted outreach on accounts identified as at-risk before they ever signal intent to leave. Customer Retention Managers lead save conversations directly with plan sponsors, advisors, and administrators, while also digging into the operational and service issues that sit beneath cancellation decisions. They work cross-functionally with Customer Account Management, Customer Success Operations, Product, and Finance to resolve complex cases and route systemic issues back to the teams that own the fix. As Human Interest's retention strategy matures, this role will evolve with it. Team members who thrive here will find themselves doing progressively higher-value work: earlier interventions, more complex cases, and a real contribution to how Human Interest improves customer experience and reduces churn structurally over time.

Requirements

3+ years of experience in customer success, client retention, sales, or other client-facing roles within financial services, fintech, or SaaS.
Strong working knowledge of 401(k), 403(b), or other qualified plan administration.
Proven ability to navigate complex customer conversations and effectively address concerns in high-stakes client situations.
Excellent verbal and written communication skills, with the ability to clearly explain complex retirement plan concepts to a wide range of audiences.
Strong problem-solving and critical thinking skills with the ability to identify root causes of customer dissatisfaction and develop solutions.
Experience using CRM platforms such as Salesforce and productivity tools such as Google Workspace.
Ability to manage multiple customer situations simultaneously in a fast-paced environment.

Nice To Haves

Bachelor’s degree.
RPF or QKA designation, or commitment to becoming certified within 18 months in the role.
Experience working with plan sponsors, financial advisors, or plan administrators.
High emotional intelligence and strong customer empathy when navigating challenging client conversations.
Ability to identify patterns in customer feedback and translate insights into recommendations for internal teams.
Self-starter with a proactive mindset, capable of identifying opportunities to improve customer retention and contributing to new initiatives that enhance the overall customer experience.

Responsibilities

Lead retention conversations with plan sponsors, advisors, and administrators who have expressed intent to cancel, working to understand the underlying concerns and identify solutions that preserve the relationship with Human Interest while reinforcing the value of Human Interest’s platform and services.
Apply objection-handling, value re-anchoring, retention strategies and pricing levers within defined approval thresholds to secure saves and maintain profitability, managing each case from first contact through resolution.
Execute targeted outreach to customers identified as at-risk by HI's churn model, intervening before cancellation intent is formally expressed.
Identify underlying drivers of churn and collaborate with internal teams including Product, Operations, Compliance, and Support to implement process improvements and platform enhancements that strengthen the customer experience and reduce future churn.
Partner with Customer Account Managers on high-value and relationship-sensitive cases, contributing retention expertise while maintaining case ownership through resolution.
Document customer interactions, save activities, and outcomes in Salesforce to support accurate retention reporting and ongoing strategy development.
Surface recurring patterns in cancellation drivers to the relevant internal teams with structured data to inform systemic improvements.
Other duties as assigned.

Benefits

A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
Top-of-the-line health plans, as well as dental and vision insurance
Competitive time off and parental leave
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Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.
Stock option grants