Human Interest

Human Interest

Customer Retention Manager

United States, Remote

Sponsorship not specified$110k-$120kDetected 21 days ago
SalesforceCRMAccount ManagementCustomer SuccessCommunicationCollaborationProblem SolvingCritical Thinking

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.
  • As Human Interest's retention strategy matures, this role will evolve with it.

Responsibilities

  • 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.
  • 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.
  • 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.

Requirements

  • 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.

Nice to have

  • Bachelor's degree.
  • RPF or QKA designation, or commitment to becoming certified within 18 months in the role.
  • Experience working with plan sponsors, financial advisors, or plan administrators.
  • High emotional intelligence and strong customer empathy when navigating challenging client conversations.
  • Ability to identify patterns in customer feedback and translate insights into recommendations for internal teams.
  • Self-starter with a proactive mindset, capable of identifying opportunities to improve customer retention and contributing to new initiatives that enhance the overall customer experience.
  • Why you will love working at Human Interest
  • You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide.

Skills

  • Experience using CRM platforms such as Salesforce and productivity tools such as Google Workspace.

Compensation

  • The specific pay rate offered is based on the candidate's relevant skills and experience.

Benefits

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

Company info

  • We're all about creating amazing experiences for our customers.
  • We put their needs first and go the extra mile to make them smile.
  • Certified as a Great Place To Work® (2023-2025)
  • Fortune Best Place to Work in the Bay Area (2024)
  • Best Places to Work by Built In (2023-2024)
  • America's Best Startup Employers by Forbes (2020-2022, 2024)
  • A Top Company by Y Combinator (2020-2023)
  • Inc. Fastest Growing Companies (2021)
  • 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.
  • Execute targeted outreach to customers identified as at-risk by HI's churn model, intervening before cancellation intent is formally expressed.
  • We are backed by a number of investors.
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This listing is sourced directly from Human Interest's careers page and normalized into a canonical job model.