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. As Human Interest's retention strategy matures, this role will evolve with it. Team members who thrive here will find themselves doing progressively higher-value work: earlier interventions, more complex cases, and a real contribution to how Human Interest improves customer experience and reduces churn structurally over time. The Retention team is a team in motion: the reactive save work that historically defines retention is being complemented by predictive outreach and proactive relationship management. That means the people who join now are joining at an interesting moment. The structure is being deliberately built out, the metrics are becoming more sophisticated, and there's a real opportunity to shape how the function operates. If you want a role where the playbook is still being written and your instincts about customers influence how the team works, this is it. 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. Other duties as assigned. 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.

Requirements

• Bachelor's degree.
• RPF or QKA designation, or commitment to becoming certified within 18 months in the role.
• Experience working with plan sponsors, finan

Benefits

Additional Information

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. More than half of all working Americans are not saving enough for their future. Too often, it's because they are employed by a company that doesn't offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings. We're a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock , TPG (The Rise Fund) , SoftBank, Glynn Capital , NewView Capital, USVP, Wing, Uncork, and more.

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