Retention Manager

EverPass Media•Quinte West, ON

2d•$75,000 - $95,000

About The Position

EverPass is transforming the way sports and entertainment are delivered to commercial businesses. Our platform brings premium live sports, streaming technology, and innovative customer experiences to bars, restaurants, hotels, casinos, and other hospitality venues across the country. As we continue to grow, we're looking for talented people who are passionate about delivering exceptional customer experiences and helping shape the future of commercial streaming. Position Summary The Retention Manager is responsible for protecting and growing EverPass's recurring customer base by developing proactive retention strategies, strengthening customer relationships, and improving the overall customer experience. This role serves as the internal advocate for our customers, partnering closely with Sales, Customer Support, Product, Operations, and Finance to identify customer risks, resolve issues, and drive long-term customer loyalty. The ideal candidate is customer-focused, analytical, proactive, and thrives in a fast-paced, high-growth environment. This is an opportunity for someone who enjoys solving complex problems, influencing cross-functional teams, and making a measurable impact on customer retention and company growth.

Requirements

3–5 years of experience in Customer Success, Customer Retention, Account Management, Customer Experience, or a related customer-facing role.
Experience managing customer renewals and retention initiatives.
Strong relationship-building and communication skills.
Excellent problem-solving abilities with a customer-first mindset.
Ability to influence cross-functional teams without direct authority.
Strong organizational skills with the ability to manage multiple priorities.
Experience using Salesforce or other CRM platforms.
Analytical mindset with the ability to interpret customer data and identify trends.

Nice To Haves

Experience working in a SaaS, subscription, media, technology, or hospitality business.
Experience supporting SMB customers.
Familiarity with customer health scoring, renewal forecasting, and customer lifecycle management.
Experience identifying operational improvements based on customer feedback.

Responsibilities

Own a portfolio of existing customer accounts with a focus on maximizing retention and minimizing churn.
Monitor customer health and identify accounts at risk before renewal periods.
Develop and execute retention plans to preserve customer relationships and recurring revenue.
Lead renewal conversations and collaborate with Sales when commercial support is needed.
Build trusted relationships with customers through proactive communication and ongoing engagement.
Serve as the voice of the customer across the organization.
Partner with Customer Support, Product, Engineering, Sales, and Operations to resolve customer issues and improve the overall customer journey.
Escalate and manage high-priority customer concerns through resolution.
Recommend process improvements that create a better customer experience and reduce friction.
Monitor customer adoption, platform usage, and engagement trends.
Conduct regular customer check-ins and business reviews.
Educate customers on product capabilities, new features, and best practices to maximize value.
Encourage increased product adoption through proactive outreach and customer education.
Manage the customer renewal calendar and ensure timely engagement.
Build proactive renewal strategies well in advance of contract expiration.
Identify potential obstacles early and develop action plans to improve renewal outcomes.
Maintain accurate renewal forecasts and customer status updates.
Analyze customer feedback, churn trends, and retention data to identify opportunities for improvement.
Maintain accurate customer records within Salesforce and other internal systems.
Provide regular updates to leadership on customer health, renewal status, and emerging risks.
Recommend scalable solutions that improve customer retention and operational efficiency.

Benefits

Competitive Compensation
Medical, dental, vision, life, and long-term and short-term disability insurance
Professional Development Programs
Access to senior management and mentoring opportunities
Employee Recognition Program
Paid Parental Leave
Mental Health and Recharge Days
401k Match
Pre-tax Transportation
Employee Assistance Program
In-person and Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours