Manager, Customer Retention (People Manager), Retention Team

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 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. About the 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, you will have a direct hand in shaping the function's playbook. If you thrive in an environment where your 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 workload is balanced and matched to experience, monitoring caseloads, and enforcing the team's rules of engagement on case ownership, same-day outreach, outreach cadence, documentation, and resolution coding so that reporting on saves and losses is accurate. - Act as Retention's primary partner to the leaders of Relationship Management, Customer Success Operations, Product, Sales and Onboarding, and Finance. Run the feedback loops that route churn root causes to the teams that own the improvements. Bring recurring patterns and their financial impact to the Sr. Director, Customer Retention for escalation. - Validating monthly commission calculations and submitting payouts on schedule. Contribute to the design of future incentive plans - Identify segments of retention volume that can be handled through automation or AI-assisted outreach, run pilots, and scale what works, while keeping people responsible for customer-facing judgment and pricing decisions. Make sure capacity freed by automation is actually spent on outreach to at-risk accounts. - As necessary, be personally involved in relationship-sensitive retention conversations, and use them to demonstrate the standards expected from the team. - Oversee team operations including full-cycle hiring, and onboarding. As well as, developing management playbooks, training materials, and talk tracks. - Other duties as assigned. What you bring to the role - 6+ years of experience in customer retention, customer success, account management, or client-facing sales within financial services, fintech, or B2B SaaS. - 2+ years of experience directly managing a team. contributors, preferably a team paid partly on commission or measured against revenue targets. - A track record of improving retention or save outcomes at the team level, and the ability to explain specifically what you changed to get there. - Working knowledge of 401(k), 403(b), or other qualified plan administration, deep enough to coach reps through various retention scenarios and customer conversations. - Experience coaching negotiation and objection handling, including through structured review of recorded calls. - Comfort working with data. You can build and read Salesforce reports and dashboards, work in a BI tool such as Tableau, interpret trends and generate insights. . - Sound commercial judgment about concessions, including experience managing approvals within defined limits. - Demonstrated ability to influence peers and senior leaders in other functions who do not report to you. - Clear written and verbal communication, including presenting results and recommendations to senior leadership. Nice to have - Experience at a 401(k) recordkeeper, retirement plan provider, payroll company, or HR technology company serving small and mid-sized businesses. - QKA, QPA, RPF, or a similar retirement plan designation, or a commitment to earning one within 18 months in the role. - Experience managing a fully remote team. - Experience working with financial advisors and third-party administrators. - Bachelor's degree. 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 define how we work together as a team. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest. - 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, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the U.S. The base salary for this position spans $90,000 - $100,000 plus a variable target component of $100,000 annually and represents the minimum in our lowest geographic region to a maximum in our highest geographic region. The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. At Human Interest, base salary is one component of the overall total rewards package. Depending on the position, additional compensation components such as bonuses, commissions, and equity may be offered. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment. 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® (2023-2025) - Fortune Best Place to Work in the Bay Area (2024) - Best Places to Work by Built In (2023-2024) - America’s Best Startup Employers by Forbes (2020-2022, 2024) - A Top Company by Y Combinator (2020-2023) - Inc. Fastest Growing Companies (2021) Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws. Employment with Human Interest is at-will, meaning either you or the company may terminate employment at any time, with or without cause or notice, except as otherwise provided by law or written agreement. We are committed to making every stage of our application process fully accessible to all individuals. If you need a reasonable accommodation at any point in the process, please let us know at applicantaccommodations@humaninterest.com. Protect yourself against fraud and identity theft. Apply to our open positions directly via our careers page on Greenhouse. Human Interest will never ask applicants for their financial or banking information as part of our application process. All legitimate communication will come from a @humaninterest.com email address. If you have questions, please reach out to us directly at careers@humaninterest.com Please note Human Interest does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors, including and without limitation search firms, staffing agencies, fee-based referral services, and recruiting agencies. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines. See more: https://humaninterest.com/disclosures