Customer Retention Manager

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