Customer Retention Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Human Interest

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

💸 Finance

💳 Fintech

💰 $200M Series D on 2021-08

Finance • Fintech

Human Interest is a company that provides affordable and full-service 401(k) and 403(b) retirement plans, primarily targeting small and medium-sized businesses. Founded in 2015, they aim to streamline the retirement planning process through seamless payroll integrations with over 500 leading payroll systems. The company emphasizes low-cost funds and zero transaction fees, and offers customizable retirement solutions to meet the diverse needs of employers and their employees. Human Interest also provides investment advisory services through its subsidiary, Human Interest Advisors LLC. Their goal is to make retirement benefits accessible to businesses of varying sizes, enhancing employee financial wellness and satisfaction.

📋 Description

• 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.

🎯 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.

🏖️ 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 • Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness • Lyra: Enhanced Mental Health Support for Employees and dependents • Carrot: Fertility healthcare and family forming benefits • Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt • Monthly work-from-home stipend; quarterly lifestyle stipend • Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.