Customer Retention Manager

Responsibilities

• You will own every retention escalation from the moment it is identified through resolution, closing each opportunity as a clean save, partial save, or clean churn with structured data captured to make the company smarter
• Engage every retention opportunity within 24 business hours of assignment and run structured discovery to understand the actual driver behind the cancel signal
• Build and execute the save plan, which may include any combination of pricing concession, contract restructure, free training engagement, engineering or product escalation, executive outreach, or sales-led re-pitch on value
• Marshal cross-functional resources directly across Tech Support, Training, Onboarding, Customer Success, Product, and Engineering, with standing authority to inject work into other teams' priorities when a clear retention case justifies it
• Cook up and coordinate with Account Executives on Sales Misalignment cases, owning the opportunity and data discipline while keeping the AE engaged on calls and resolution
• Document every interaction in Salesforce; the data this role generates is as valuable as the saves themselves and feeds upstream improvements in Sales qualification, Onboarding detection, Customer Success proactive monitoring, and Product roadmap
• Identify systemic patterns across save attempts and feed them back to Sales, Onboarding, Customer Success, and Product leadership
• Operate within defined authority: pricing concessions including pricing discounts, credits, or contract restructuring
• Own a 90-day stickiness standard on every save; saves that re-churn within 90 days are clawed back from variable compensation
• Hand expansion opportunities surfaced during save cycles to the Account Management team

Requirements

• 5+ years in B2B SaaS, with material time in Customer Success, Account Management, or Sales — ideally a mix
• Track record handling sub-$10k ACV, high-volume retention work
• Demonstrated objection handling and pricing negotiation in live deals
• Experience marshaling cross-functional resources (Engineering, Product, Training, Support) without direct authority over them
• Strong written documentation discipline; this role's Salesforce output is the data the company will use to make better decisions for years
• Exceptional problem solving and follow-through skills

Bonus

• Experience in automotive SaaS, shop management software, or a related vertical
• Background in independent automotive repair shops
• Proficiency using Salesforce, Zoom, Slack, Google Calendar, or equivalent