Manager, Customer Retention (People Manager), Retention Team

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits.

As 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.

Responsibilities

• Oversee team operations including full-cycle hiring, and onboarding.
• Own the team's performance against retention targets.
• Run the daily operation of the retention case queue.
• Act as Retention's primary partner to the leaders of Relationship Management, Customer Success Operations, Product, Sales and Onboarding, and Finance.
• Validate monthly commission calculations and submit payouts on schedule.
• Identify segments of retention volume that can be handled through automation or AI-assisted outreach.
• As necessary, be personally involved in relationship-sensitive retention conversations.

Requirements

• 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.
• A track record of improving retention or save outcomes at the team level.
• Working knowledge of 401(k), 403(b), or other qualified plan administration.
• Experience coaching negotiation and objection handling.
• Comfort working with data.
• Sound commercial judgment about concessions.
• Demonstrated ability to influence peers and senior leaders in other functions.

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.
• Experience managing a fully remote team.
• Experience working with financial advisors and third-party administrators.

Compensation

• Base salary: $90,000 - $100,000
• Variable target component: $100,000 annually

Benefits

• A great 401(k) plan with dollar-for-dollar employer match up to 4% of compensation
• Top-of-the-line health plans, dental and vision insurance
• Competitive time off and parental leave
• Unlimited access to digital tools, financial professionals, and a knowledge center
• Enhanced mental health support
• Fertility healthcare and family forming benefits
• Monthly work-from-home stipend; quarterly lifestyle stipend