Retention Manager

Position Summary

The Retention Manager is responsible for protecting and growing EverPass's recurring customer base by developing proactive retention strategies, strengthening customer relationships, and improving the overall customer experience. This role serves as the internal advocate for our customers, partnering closely with Sales, Customer Support, Product, Operations, and Finance to identify customer risks, resolve issues, and drive long-term customer loyalty.

What You'll Do

• Customer Retention

• Own a portfolio of existing customer accounts with a focus on maximizing retention and minimizing churn.
• Monitor customer health and identify accounts at risk before renewal periods.
• Develop and execute retention plans to preserve customer relationships and recurring revenue.
• Lead renewal conversations and collaborate with Sales when commercial support is needed.
• Build trusted relationships with customers through proactive communication and ongoing engagement.

• Customer Experience

• Serve as the voice of the customer across the organization.
• Partner with Customer Support, Product, Engineering, Sales, and Operations to resolve customer issues and improve the overall customer journey.
• Escalate and manage high-priority customer concerns through resolution.
• Recommend process improvements that create a better customer experience and reduce friction.

• Customer Health & Engagement

• Maintain accurate customer records within Salesforce and other internal systems.
• Provide regular updates to leadership on customer health, renewal status, and emerging risks.
• Identify and recommend scalable solutions that improve customer retention and operational efficiency.

Required Qualifications

• 3–5 years of experience in Customer Success, Customer Retention, Account Management, Customer Experience, or a related customer-facing role.
• Experience managing customer renewals and retention initiatives.
• Strong relationship-building and communication skills.
• Excellent problem-solving abilities with a customer-first mindset.
• Ability to influence cross-functional teams without direct authority.
• Strong organizational skills with the ability to manage multiple priorities.
• Experience using Salesforce or other CRM platforms.
• An analytical mindset with the ability to interpret customer data and identify trends.

Preferred Qualifications

• Experience working in a SaaS, subscription, media, technology, or hospitality business.
• Experience supporting SMB customers.
• Familiarity with customer health scoring, renewal forecasting, and customer lifecycle management.
• Experience identifying operational improvements based on customer feedback.

Leadership Expectations

You'll help shape EverPass's retention strategy, improve internal processes, champion the voice of the customer, and build strong partnerships across the organization. As EverPass continues to grow, this role has the opportunity to evolve into a leadership position.

About Us

EverPass Media is a comprehensive media platform dedicated to commercial businesses, that aggregates, distributes and enables streaming of live sports and entertainment content, and offers a wide array of consumer engagement and performance marketing tools for bars, restaurants, hotels and other commercial venues.

Benefits and Perks

• Competitive Compensation
• Medical, dental, vision, life, and long-term and short-term disability insurance
• Professional Development Programs
• Access to senior management and mentoring opportunities
• Employee Recognition Program
• Paid Parental Leave
• Mental Health and Recharge Days
• 401k Match
• Pre-tax Transportation Employee Assistance Program
• In-person and Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours