Customer Retention Manager (SaaS/FinTech)

Location: Denver or Chicago, United States; hybrid work with at least 3 days per week in the office

Base salary: $73,000–$124,000 per year, plus annual bonus/commission, equity, and benefits.

Company

hirify.global provides financial market infrastructure and technology, including SaaS and FinTech solutions.

What you will do

• Manage and defend a shared portfolio of approximately 400 North American accounts.
• Serve as the primary contact for contract, billing, cancellation, product support, and other inbound customer requests.
• Apply retention strategies to resolve customer friction, address commercial objections, and protect revenue and gross retention.
• Handle high-volume inbound requests with urgency, meeting SLAs and driving first-contact resolution.
• Audit account health, identify product under-utilization, and guide customers toward features that deepen engagement and reduce churn risk.
• Identify and route qualified expansion opportunities and process transactional self-serve upgrades.

Requirements

• Bachelor’s degree in Business, Finance, or a related field, or equivalent practical experience.
• 3+ years of experience in Customer Success or Account Management within a B2B SaaS or FinTech environment.
• Experience handling high-stakes customer situations, including billing disputes and cancellation requests, with empathy, tact, and effectiveness.
• Strong organizational and prioritization skills, including the ability to manage a high-volume inbound queue across multiple time zones.
• Proficiency with CRM and Customer Success platforms such as Salesforce.
• Clear and confident written and verbal communication skills, with the ability to diagnose issues and deliver solutions quickly.

Nice to have

• Experience managing large, pooled, or unassigned account portfolios in a high-velocity environment.
• Familiarity with churn mitigation frameworks or structured retention methodologies.
• Exposure to SaaS products and subscription-based business models.

Culture & Benefits

• Hybrid home/office schedule with at least 3 days per week in the office, subject to change.
• Annual bonus/commission, equity, comprehensive medical, dental, and vision coverage, and a health spending account.
• 401(k) program with a 6% employer match, employee stock purchase program, paid time off, and company-paid life and disability plans.
• Paid parental leave, fertility benefits, bereavement leave, and mental wellbeing flex days.
• Education assistance, job skills training, professional development opportunities, employee resource groups, volunteer days, and community gift matching.
• Equal opportunity workplace with reasonable accommodation throughout the hiring process.