Customer Retention Manager

Metaguest; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

Metaguest is seeking a Customer Retention Manager to enhance subscription growth by managing customer accounts and resolving billing issues. The ideal candidate will blend customer care with operational tasks, ensuring continuity and satisfaction across our client base in the Greater Toronto Area.

Benefits

Path to earnings growth

Career advancement opportunities

Access to modern tooling

High-output team culture

Qualifications

• 1–3+ years of experience in customer service or subscription management.
• Familiarity with billing systems and financial management.
• Confident communicator able to handle sensitive conversations.

Responsibilities

• Respond to cancellation requests and execute retention strategies.
• Track and recover failed payments using internal tools.
• Collaborate with teams to resolve billing disputes.

Skills

Customer Care

Empathy

Problem Solving

Communication

Organization

Tools

Stripe

CRM Systems

Financial Software

Job description

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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.

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.

• 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

Technology, Information and Media

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