90K–100K USD / year
Manager, Customer Retention (People Manager)
Customer successRemote — United States
Published on 2026-11-13
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About this role
Lead the Customer Retention team and drive proactive outreach to at-risk customers. Translate retention strategy into daily operations, improve team performance, and help evolve the function toward predictive relationship management and automation.
About the company
Human Interest is a technology-driven company that provides affordable and easy-to-manage 401(k) retirement plans for small and medium-sized businesses, helping them offer valuable retirement benefits to their employees.
The team
Retention team, partnering with the Sr. Director of Customer Retention.
What you'll do
- Hire, onboard, coach, and develop the retention team; create playbooks, training materials, and talk tracks.
- Own retention targets, reporting, forecasts, concession approvals, and monthly business review contributions.
- Manage the daily retention case queue, balancing assignments and enforcing outreach, documentation, and resolution standards.
- Partner with Relationship Management, Customer Success Operations, Product, Sales, Onboarding, and Finance to address churn causes.
- Validate monthly commission calculations and contribute to future incentive plan design.
- Pilot and scale automation or AI-assisted outreach while ensuring freed capacity is used for at-risk customer outreach.
- Personally handle sensitive retention conversations when needed and model team standards.
What we're looking for
- 6+ years in customer retention, customer success, account management, or client-facing sales in financial services, fintech, or B2B SaaS.
- 2+ years of direct people management experience; revenue-target or commission-based team experience preferred.
- 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, including reviewing recorded calls.
- Able to build and interpret Salesforce reports and dashboards and analyze trends using a BI tool such as Tableau.
- Sound commercial judgment and experience managing concession approvals.
- Strong communication and ability to influence senior leaders and cross-functional peers.
Nice to have
- Experience at a retirement plan provider, 401(k) recordkeeper, payroll company, or HR technology company serving SMBs.
- QKA, QPA, RPF, or similar designation, or willingness to earn one within 18 months.
- Experience managing a fully remote team.
- Experience working with financial advisors and third-party administrators.
- Bachelor’s degree.
Benefits
- 401(k) with dollar-for-dollar employer match up to 4%, immediately vested, with no plan fees.
- Health, dental, and vision insurance.
- Paid time off and parental leave.
- Monthly work-from-home stipend and quarterly lifestyle stipend.
- Mental health, fertility, financial wellness, and student loan support.