Customer Retention Manager (Fintech)

TL;DR

Customer Retention Manager (Fintech): Protecting recurring revenue by engaging at-risk customers and intervening in cancellation requests with an accent on objection-handling and value re-anchoring. Focus on identifying churn drivers and collaborating with cross-functional teams to improve structural customer experience.

Location: Remote (United States)

Salary: $110,000 - $120,000 OTE

Company

A high-growth fintech company dedicated to making retirement benefits affordable and accessible for small and medium-sized businesses.

What you will do

• Lead retention conversations with plan sponsors and advisors to preserve relationships and reinforce platform value.
• Execute targeted outreach to at-risk customers using predictive churn models.
• Apply pricing levers and retention strategies within approval thresholds to secure saves and maintain profitability.
• Collaborate with Product, Operations, Compliance, and Support to resolve complex cases and fix systemic churn drivers.
• Document all interactions and save outcomes in Salesforce to inform reporting and strategy development.

Requirements

• 3+ years of experience in customer success, client retention, or sales within fintech, financial services, or SaaS.
• Strong working knowledge of 401(k), 403(b), or other qualified plan administration.
• Proven ability to navigate high-stakes client conversations and effectively address complex objections.
• Proficiency with Salesforce CRM and Google Workspace.
• Must be based in the United States.

Nice to have

• Bachelor’s degree.
• RPF or QKA designation, or commitment to certification within 18 months.
• Experience working directly with plan sponsors or financial advisors.
• Strong emotional intelligence and empathy during challenging client interactions.

Culture & Benefits

• Comprehensive 401(k) with dollar-for-dollar employer match up to 4% (immediately vested).
• Top-tier health, dental, and vision insurance.
• Mental health support via Lyra and fertility benefits via Carrot.
• Monthly work-from-home stipend and quarterly lifestyle stipend.
• Unlimited access to digital financial tools and professionals to support equity and financial wellness.