Customer Retention Manager
Core
Manage and defend a shared portfolio of approximately 400 B2B SaaS/FinTech accounts across North America, focusing on retention, de-escalation, and revenue protection.
Role type
Senior Customer Retention Manager (B2B SaaS/FinTech)
Builds
Long-term client relationships and revenue stability for Nasdaq's account portfolio
Domain
B2B SaaS / FinTech
Required skills
Customer Success, Account Management, churn mitigation, contract/billing dispute resolution, 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 contact for inbound requests (contract, billing, cancellation, product support); Apply retention strategies to de-escalate friction and protect revenue; Manage high-volume inbound queue 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