Customer Retention Manager
Core
Manage and defend a shared portfolio of approximately 400 B2B SaaS/FinTech accounts across North America, handling inbound requests, de-escalating friction, and driving retention to protect revenue.
Role type
Senior Customer Retention Manager (B2B SaaS/FinTech)
Builds
Retention strategies, revenue protection, and account health improvements for a shared client portfolio
Domain
B2B SaaS / FinTech
Required skills
Customer Success, Account Management, churn mitigation, contract/billing negotiation, CRM proficiency (Salesforce), high-volume queue management, cross-time-zone communication
Preferred skills
Large pooled account portfolio management, structured retention methodologies, subscription business model expertise
Responsibilities
Serve as primary point of contact for inbound customer requests (contract, billing, cancellation, product support); Apply retention strategies to de-escalate friction and protect revenue; Manage high-volume inbound requests with SLA adherence; Audit account health to identify under-utilization and guide feature adoption; Identify and route expansion opportunities
Seniority
Mid-Senior, hands-on IC