Customer Retention Manager

Nasdaq•Chicago, IL

18h•$73,000 - $124,000•Hybrid

About The Position

The Customer Retention Manager reports to the AVP of Account Management and manages and defends a shared portfolio of approximately 400 accounts across North America. The role focuses on keeping customers engaged and supported, and helping them achieve long-term success. It suits a resilient, solutions-oriented professional who thrives in a fast-paced environment, responds effectively to customer needs, solves problems, and is comfortable supporting SaaS solutions. The position is located in Denver or Chicago and offers a hybrid work environment with at least three days per week in the office, subject to change. The listed base pay range is $73,000–$124,000, with an annual bonus or commission, equity, benefits, and growth opportunities. Compensation may vary based on candidate-specific and business factors.

Requirements

Bachelor’s degree in Business, Finance, or a related field, or equivalent practical experience.
At least 3 years of experience in Customer Success or Account Management within a B2B SaaS or FinTech environment.
Demonstrated ability to handle high-stakes customer situations, including billing disputes and cancellation requests, with empathy, tact, and effectiveness.
Strong organizational and prioritization skills, including the ability to manage a high-volume inbound queue across multiple time zones.
Proficiency with CRM and Customer Success platforms such as Salesforce.
Clear, confident written and verbal communication skills, with the ability to diagnose issues and deliver solutions quickly.

Nice To Haves

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.

Responsibilities

Serve as the primary contact for inbound customer requests involving contracts, billing, cancellations, and product support, using interactions to retain and strengthen customer relationships.
Apply retention strategies to de-escalate customer friction, address commercial objections, and find solutions that protect revenue and gross retention.
Manage inbound requests with urgency and precision, acknowledge them within SLA, and pursue first-contact resolution for most interactions.
Audit account health during support interactions, identify product under-utilization, and guide customers toward features that deepen engagement and reduce churn risk.
Identify and route qualified expansion opportunities, and process transactional self-serve upgrades as they arise.

Benefits

Competitive rewards package, including an annual bonus or commission and equity.
401(k) program with 6% employer match.
Employee Stock Purchase Program with 15% discount.
Student loan repayment program up to $10,000.
Company-paid life and disability plans.
Generous paid time off.
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.
Job skills training and professional development opportunities.