Customer Retention Manager

About the role

The Customer Retention Manager exists to protect Human Interest's recurring revenue by engaging customers who are at risk of leaving and by intervening early enough to change the outcome. This role is the front line of HI's retention function, handling everything from inbound cancellation requests to targeted outreach on accounts identified as at-risk before they ever signal intent to leave. Customer Retention Managers lead save conversations directly with plan sponsors, advisors, and administrators, while also digging into the operational and service issues that sit beneath cancellation decisions. They work cross-functionally with Customer Account Management, Customer Success Operations, Product, and Finance to resolve complex cases and route systemic issues back to the teams that own the fix.

What You Get To Do Every Day

• 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.

What you bring to the role

• 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.

Why you will love working at Human Interest

• We tackle one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide.
• You'll be part of a dedicated, mission-driven team that values hard work and recognizes the importance of continuous improvement.
• We have a unique set of operating principles that guide our behavior and decision-making, helping you understand what's important to us and what we stand for.
• We offer competitive compensation, including a base salary of $70,000 and a variable target compensation of $50,000, as well as a comprehensive suite of benefits, including a great 401(k) plan, top-of-the-line health plans, and enhanced mental health support.
• We provide stock option grants to enhance long-term financial growth and investment in our company's success.
• We offer engaging team-building experiences and a monthly work-from-home stipend.

Compensation

The total On Target Earnings (OTE) for the role described in this job posting is $110,000 - $120,000 which includes a base salary of $70,000, and a variable target compensation of $50,000. The specific pay rate offered is based on the candidate’s relevant skills and experience.

Benefits

• A great 401(k) plan: Our own!
• 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.
• Carrrot: Fertility healthcare and family forming benefits.
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.

Equal Opportunity Employer

Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws. We are committed to making every stage of our application process fully accessible to all individuals. If you need a reasonable accommodation at any point in the process, please let us know at applicantaccommodations@humaninterest.com.