Manager, Care & Retention

TouchBistro; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

TouchBistro is seeking a passionate Manager of Care & Retention to lead a team focused on reducing churn and improving customer relationships. This pivotal role combines leadership with data-driven strategy to enhance customer retention outcomes. Ideal candidates will possess a strong background in customer success, SaaS experience, and a commitment to fostering a positive customer journey.

Benefits

Generous Time Off Program

Health, Dental, and Vision Benefits

Flexible Health and Wellness Plan

Parental Leave & top up

Employee Assistance Program

Professional Development

Monthly Lunches

Qualifications

• 5–7+ years in customer retention or similar roles within a SaaS business.
• Experience managing high-performing teams with a focus on coaching and development.
• Proficiency with CRM and billing systems.

Responsibilities

• Lead and coach a team of Customer Care & Retention Specialists.
• Design and implement proactive retention strategies.
• Manage high-stakes escalations and customer recovery.

Skills

Customer retention

Team development

Conflict resolution

Communication

Negotiation

Tools

Salesforce

Zuora

Job description

At TouchBistro, we believe the moments that matter most are the ones where customers decide to stay. As the Manager, Care & Retention, you'll lead a strategic team focused on reducing churn, preserving revenue, and increasing customer lifetime value.

This is a high-impact role where customer empathy meets business strategy. You’ll develop and execute data-driven retention programs, directly engage in complex save scenarios, and coach a team of specialists to deliver consistent, high-quality outcomes. If you’re passionate about transforming "I want to cancel" into “I’m glad I stayed,” this role is for you.

What You’ll Do

• Lead, coach, and develop a team of Customer Care & Retention Specialists, creating a culture of ownership, empathy, and performance
• Design and implement proactive retention strategies, including segmentation, save tactics, and high-risk intervention models
• Personally manage high-stakes escalations and refund requests, setting the standard for objection handling and customer recovery
• Define and own performance metrics like save rate, net revenue retention, and customer lifetime value uplift
• Collaborate cross-functionally with Product, Sales, Finance, and Customer Support to improve save outcomes and address root causes of churn
• Ensure billing accuracy and contract adherence in partnership with Finance and Billing teams, leveraging tools like Salesforce and Zuora
• Build coaching frameworks, QA routines, and training programs that continuously improve team skillsets and response quality
• Use data to lead—own dashboards, churn reporting, and performance reviews to influence decision-making at the leadership level
• Translate customer feedback and retention data into actionable insights that inform product enhancements and customer experience improvements

What You Bring

• 5–7+ years in customer retention, customer success, revenue operations, or account management within a SaaS or subscription-based business
• A strong track record of saving at-risk accounts and preserving high-value customer relationships
• Experience managing and mentoring high-performing teams with a focus on coaching and development
• Deep knowledge of retention metrics, churn drivers, and save strategies
• Proficiency with CRM and billing systems (e.g., Salesforce, Zuora) and a data-driven approach to performance and strategy
• Excellent communication, negotiation, and conflict resolution skills—especially under pressure

Nice to Have

• Experience in workforce management or customer operations planning
• Background in high-volume, high-stakes customer environments
• Familiarity with churn prediction modeling or AI-driven customer insight tools

What We Offer

At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful.

The Perks:

• Generous Time Off Program
• Health, Dental, and Vision Benefits
• Flexible Health and Wellness Plan
• Parental Leave & top up
• Employee Assistance Program
• Professional Development
• Monthly Lunches

About Us

TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and w e know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.

TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.

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