Job Summary
Lead the retention team in identifying and supporting customers at risk of leaving, with the goal of improving retention outcomes. This role oversees daily team operations and performance against targets, while partnering with cross-functional leaders to understand and address the causes of customer churn.
Responsibilities
- Guide the retention team in proactively engaging at-risk customers and supporting positive retention results.
- Manage team operations and monitor performance against established goals.
- Work with cross-functional leaders to identify churn drivers and coordinate responses.
- Use customer and performance data to inform retention efforts and team decisions.
Qualifications
- At least 6 years of experience in customer retention, customer success, or sales in financial services, fintech, or B2B SaaS.
- At least 2 years of direct people-management experience.
- Proficiency with data tools, including Salesforce and business intelligence platforms.
Human Interest provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
