As the Manager, Customer Retention, you lead Human Interest's Retention team with the primary goal of proactively intervening with at-risk customers to drive positive retention outcomes. You own the team's performance and are responsible for ensuring members focus on the right accounts using the right approach. Collaborating closely with the Sr. Director, Customer Retention, who defines the overarching strategy, you turn strategic direction into everyday operational execution for the team. While you will directly lead high-stakes and sensitive save opportunities, your core responsibility is empowering and maximizing the overall effectiveness of your team.

The Retention team is a team in motion! The team is currently undergoing an exciting evolution, shifting from traditional reactive save efforts toward predictive outreach and proactive relationship management.

Joining now presents a unique opportunity: as we deliberately scale our structure and refine our metrics,

customer insights can directly influence operational strategy, this is the ideal role for you.

What you get to do every day

Oversee team operations including full-cycle hiring, and onboarding. As well as, developing management playbooks, training materials, and talk tracks.

Own the team's performance against retention targets. Report results and forecasts to

Leadership each month. Govern the use of concessions. Review and approve concessions

within your delegated approval authority, escalate requests above it, and manage the team's

overall use of concessions. Report results and forecasts to the Sr. Director, Customer Retention

each month and contribute to monthly business reviews.

Run the daily operation of the retention case queue. This includes assigning new cases so

Manager, Customer Retention (People Manager), Retention Team

Responsibilities

Qualification

Preferred

Benefits

Company

Humaninterest

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