Customer Retention Manager

Customer Retention Manager

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. More than half of all working Americans are not saving enough for their future. 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. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and more.

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.

Customer Retention Managers lead save conversations directly with plan sponsors, advisors, and administrators, while also digging into the operational and service issues that sit beneath cancellation decisions. 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.

As Human Interest's retention strategy matures, this role will evolve with it. Team members who thrive here will find themselves doing progressively higher-value work: earlier interventions, more complex cases, and a real contribution to how Human Interest improves customer experience and reduces churn structurally over time.

About the team

The Retention team is a team in motion: the reactive save work that historically defines retention is being complemented by predictive outreach and proactive relationship management.

That means the people who join now are joining at an interesting moment. The structure is being deliberately built out, the metrics are becoming more sophisticated, and there's a real opportunity to shape how the function operates. 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.

What you get to do every day

• Lead retention conversations with plan sponsors, advisors, and administrators who have expressed intent to cancel, working to understand the underlying concerns and identify solutions that preserve the relationship with Human Interest while reinforcing the value of Human Interest's platform and services.
• 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.
• Execute targeted outreach to customers identified as at-risk by HI's churn model, intervening before cancellation intent is formally expressed.
• Identify underlying drivers of churn and collaborate with internal teams including Product, Operations, Compliance, and Support to implement process improvements and platform enhancements that strengthen the customer experience and reduce future churn.
• 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.
• Surface recurring patterns in cancellation drivers to the relevant internal teams with structured data to inform systemic improvements.
• Other duties as assigned.

What you bring to the role

• 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.
• Excellent verbal and written communication skills, with the ability to clearly explain complex retirement plan concepts to a wide range of audiences.
• Strong problem-solving and critical thinking skills with the ability to identify root causes of customer dissatisfaction and develop solutions.
• Experience using CRM platforms such as Salesforce and productivity tools such as Google Workspace.
• Ability to manage multiple customer situations simultaneously in a fast-paced environment.

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

Human Interest is tackling one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide. We've made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. We value hard work and recognize that our team's contributions are key to our continued success.

Join Human Interest and make a lasting impact by shaping the future of retirement.

Our operating principles

• Customer obsession : We're all about creating amazing experiences for our customers. We put their needs first and go the extra mile to make them smile.
• Long-term orientation : We're not just playing for today; we're building a legacy. We think big, plan strategically, and invest in our future.
• Autonomous and accountable teams : We trust our team members to take ownership and make smart decisions. We empower you to be your best self!
• An escalating bar for talent and performance : We're constantly raising the bar and challenging ourselves to be better. We believe in growth and continuous improvement.
• Fundamental optimism : We see the glass as half full (and then we fill it up with more amazing ideas!). We believe in the power of positivity and the potential for greatness.

Compensation

At Human Interest, we consider a number of factors to determine the appropriate pay range for each position, including the cost of labor in different markets across the U.S. The total On Target Earnings (OTE) for the role described in this job posting is $110,000 - $120,000 which includes a base salary of $70,000, and a variable target compensation of $50,000. The specific pay rate offered is based on the candidate's relevant skills and experience. Base pay is just one component of our Total Rewards package, which also includes a comprehensive suite of physical, financial, and mental wellness benefits. Additionally, employees receive stock option grants, enhancing long-term financial growth and investment in our company's success.

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.

We're a great place to work (but don't take our word for it)

Here's a list of our awards and accolades:

• Certified as a Great Place To Work® (2023-