Manager, Customer Retention – Retention Team

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $90k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 36 days.

Apply Now

Find Similar Remote Jobs

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 Human Interest's Retention team to proactively intervene with at-risk customers and drive positive retention outcomes • Own team performance and ensure members focus on the right accounts using the right approach • Translate strategic direction from the Sr. Director, Customer Retention into daily operational execution • Lead high-stakes and sensitive save opportunities when needed • Oversee full-cycle hiring and onboarding • Develop management playbooks, training materials, and talk tracks • Own retention targets, report results and forecasts to leadership and the Sr. Director, Customer Retention, and contribute to monthly business reviews • Govern, review, approve, escalate, and manage the team's use of concessions • Run the daily retention case queue, balance workloads, monitor caseloads, and enforce case ownership, same-day outreach, cadence, documentation, and resolution-coding rules • Partner with Relationship Management, Customer Success Operations, Product, Sales, Onboarding, and Finance leaders • Route churn root causes to responsible teams and escalate recurring patterns and financial impact • Validate monthly commission calculations and submit payouts on schedule • Contribute to future incentive-plan design • Identify retention volume suitable for automation or AI-assisted outreach, run pilots, and scale effective approaches • Ensure automation capacity is redirected to outreach for at-risk accounts • Participate in relationship-sensitive retention conversations and model team standards

🎯 Requirements

• 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, preferably a team paid partly on commission or measured against revenue targets • Track record of improving retention or save outcomes at the team level and explaining what was changed • Working knowledge of 401(k), 403(b), or other qualified plan administration • Experience coaching negotiation and objection handling, including structured review of recorded calls • Ability to build and read Salesforce reports and dashboards • Experience working in a BI tool such as Tableau • Ability to interpret trends and generate insights • Commercial judgment about concessions and experience managing approvals within defined limits • Ability to influence peers and senior leaders in other functions • Clear written and verbal communication, including presenting results and recommendations to senior leadership • QKA, QPA, RPF, or similar retirement plan designation is nice to have, or commitment to earn one within 18 months • Experience at a 401(k) recordkeeper, retirement plan provider, payroll company, or HR technology company serving small and mid-sized businesses is nice to have • Experience managing a fully remote team is nice to have • Experience working with financial advisors and third-party administrators is nice to have • Bachelor's degree is nice to have

🏖️ Benefits

• Variable target component of $100,000 annually • 401(k) plan with dollar-for-dollar employer match up to 4% of compensation, immediately vested, with $0 plan fees • Health insurance • Dental insurance • Vision insurance • Competitive time off • Parental leave • Unlimited access to digital tools, financial professionals, and a knowledge center through Addition Wealth • Lyra enhanced mental health support for employees and dependents • Carrot fertility healthcare and family-forming benefits • Candidly student loan resources • Monthly work-from-home stipend • Quarterly lifestyle stipend • Team-building experiences, virtual social events, and team offsites • Potential bonuses, commissions, and equity depending on position • Reasonable accommodation throughout the application process

📊 Check your resume score for this job

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

Upload Resume