Customer Retention Manager

Jooble; Mississauga; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading company in the software development sector is seeking a Customer Retention Manager to enhance subscription growth by managing account retention and resolving billing challenges. This role requires a blend of customer service skills and operational efficiency, with growth opportunities into leadership roles within the Customer Success team.

Benefits

Opportunities for career advancement

Access to fast decision-making

Modern tooling and meaningful sales support

Qualifications

• 1-3 years of experience in customer service or billing operations.
• Familiarity with Stripe and financial software.
• Confident communicator, comfortable handling sensitive conversations.

Responsibilities

• Manage account retention, billing issues, and payment recovery.
• Monitor subscription health and communicate with customers.
• Work cross-functionally to resolve disputes and protect revenue.

Skills

Empathy

Communication

Problem-solving

Organization

Education

1-3 years experience in customer service or SaaS subscription management

Tools

Stripe

CRM systems

Job description

1 day ago Be among the first 25 applicants

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Metaguest – Customer Retention Manager

Location: On-site (GTA)

Type: Full-time

Base Salary: $55,000–$75,000 CAD

About The Role

Metaguest's Customer Success Team is hiring a Customer Retention Manager to support our growing subscription base by reducing churn, recovering failed payments, and ensuring financial continuity across hundreds of live customer accounts. This role blends customer care, revenue operations, and collections - ideal for someone comfortable handling sensitive conversations with empathy, precision, and professionalism.

As part of Metaguest’s Customer Success Team, you’ll manage account retention, billing issues, and failed payment recovery using our internal tools and integrations. You’ll be the go-to problem solver when clients face renewal questions, billing disputes, or overdue balances. You’ll also collaborate closely with our Sales and Accounting teams to ensure a smooth customer lifecycle and predictable revenue.

This is a mission-critical role for Metaguest’s subscription growth engine and a unique opportunity for someone who thrives at the intersection of service and structure.

What You’ll Be Doing

• Respond to inbound cancellation requests and execute proven save/retention playbooks.
• Track and recover failed or past-due payments using Stripe, CRM workflows, and automated tools.
• Proactively monitor subscription health and communicate with customers about upcoming renewals, expirations, or billing risks.
• Work cross-functionally with Sales, Customer Success, and Accounting teams to resolve disputes, escalate edge cases, and protect revenue.
• Document all outreach, feedback, and resolutions with attention to detail.
• Contribute to internal process improvements to make subscription management more efficient at scale.
  
  

What We’re Looking For

• 1–3+ years of experience in customer service, billing operations, account retention, or SaaS subscription management.
• Familiarity with Stripe, recurring billing systems, or financial software.
• Confident and empathetic communicator. You're able to handle sensitive conversations professionally.
• Organized, thorough, and comfortable working in ticketing or CRM environments.
• A problem-solver who enjoys balancing customer care with operational structure.
• Bonus: Exposure to SMB SaaS, hospitality, or e-commerce billing environments.
  
  

Compensation & Growth Path

Base Salary: $55,000–$75,000 CAD (based on experience) + Benefits

Growth: Opportunities to advance into Customer Success leadership roles, RevOPS or Billing Strategy roles.

Why Join Metaguest?

Metaguest (CSE: $METG) is a venture-backed, public company delivering AI-powered concierge and commerce experiences to hotels, resorts, and vacation properties. Our product connects local businesses to guests at scale and we’re growing fast. As a public company, we combine the pace of a high-growth environment with the infrastructure of a mature operation.

We Offer

• A clear path to earnings growth and career advancement
• A high-output team culture that values ownership and consistency
• Access to fast decision-making, modern tooling, and meaningful sales support
• The opportunity to help shape the future of hospitality and local commerce
  
  

If you’re a high-performing professional looking for consistency, autonomy, and a product with proven value we’d love to meet you.

Additional Details

• This is an on-site role based in the GTA (Greater Toronto Area)
• Applicants must be legally entitled to work in Canada
• We are not currently accepting international or remote applicants

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Software Development

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