About the roleAs the Manager, Customer Retention, you lead Human Interest's Retention team with the primary goal of proactively intervening with at-risk customers to drive positive retention outcomes. You own the team's performance and are responsible for ensuring members focus on the right accounts using the right approach. Collaborating closely with the Sr. Director, Customer Retention, who defines the overarching strategy, you turn strategic direction into everyday operational execution for the team. While you will directly lead high-stakes and sensitive save opportunities, your core responsibility is empowering and maximizing the overall effectiveness of your team.
About the teamThe Retention team is a team in motion! The team is currently undergoing an exciting evolution, shifting from traditional reactive save efforts toward predictive outreach and proactive relationship management.
Joining now presents a unique opportunity: as we deliberately scale our structure and refine our metrics,
you will have a direct hand in shaping the function's playbook. If you thrive in an environment where your
customer insights can directly influence operational strategy, this is the ideal role for you.
What you get to do every day- Oversee team operations including full-cycle hiring, and onboarding. As well as, developing management playbooks, training materials, and talk tracks.
- Own the team's performance against retention targets. Report results and forecasts to
Leadership each month. Govern the use of concessions. Review and approve concessions
within your delegated approval authority, escalate requests above it, and manage the team's
overall use of concessions. Report results and forecasts to the Sr. Director, Customer Retention
each month and contribute to monthly business reviews. - Run the daily operation of the retention case queue. This includes assigning new cases so
workload is balanced and matched to experience, monitoring caseloads, and enforcing the
team's rules of engagement on case ownership, same-day outreach, outreach cadence,
documentation, and resolution coding so that reporting on saves and losses is accurate. - Act as Retention's primary partner to the leaders of Relationship Management, Customer
Success Operations, Product, Sales and Onboarding, and Finance. Run the feedback loops that
route churn root causes to the teams that own the improvements. Bring recurring patterns
and their financial impact to the Sr. Director, Customer Retention for escalation. - Validating monthly commission calculations and submitting payouts on schedule. Contribute
to the design of future incentive plans - Identify segments of retention volume that can be handled through automation or AI-assisted
outreach, run pilots, and scale what works, while keeping people responsible for customer-facing judgment and pricing decisions. Make sure capacity freed by automation is actually spent on
outreach to at-risk accounts. - As necessary, be personally involved in relationship-sensitive retention conversations, and use
them to demonstrate the standards expected from the team. - Oversee team operations including full-cycle hiring, and onboarding. As well as, developing management playbooks, training materials, and talk tracks.
- Other duties as assigned.
What you bring to the role- 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.
contributors, preferably a team paid partly on commission or measured against revenue targets. - A track record of improving retention or save outcomes at the team level, and the ability to
explain specifically what you changed to get there. - Working knowledge of 401(k), 403(b), or other qualified plan administration, deep enough
to coach reps through various retention scenarios and customer conversations. - Experience coaching negotiation and objection handling, including through structured
review of recorded calls. - Comfort working with data. You can build and read Salesforce reports and dashboards,
work in a BI tool such as Tableau, interpret trends and generate insights. . - Sound commercial judgment about concessions, including experience managing approvals
within defined limits. - Demonstrated ability to influence peers and senior leaders in other functions who do not report
to you. - Clear written and verbal communication, including presenting results and recommendations
to senior leadership.
Nice to have- Experience at a 401(k) recordkeeper, retirement plan provider, payroll company, or HR technology company serving small and mid-sized businesses.
- QKA, QPA, RPF, or a similar retirement plan designation, or a commitment to earning one
within 18 months in the role. - Experience managing a fully remote team.
- Experience working with financial advisors and third-party administrators.
- Bachelor's degree.
Compensation - At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the U.S. The base salary for this position spans $90,000 - $100,000 plus a variable target component of $100,000 annuallyand represents the minimum in our lowest geographic region to a maximumin our highest geographic region. The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. At Human Interest, base salary is one component of the overall total rewards package. Depending on the position, additional compensation components such as bonuses, commissions, and equity may be offered. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment.
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.
