Head of Customer Retention - Remote

Human Interest; United States; Remote; USD 90,000 - 100,000; Full time

Benefits offered by this job

401(k) match

Health insurance

Remote-friendly

Work-from-home stipends

Job summary

Human Interest is a high-growth fintech driving retirement access for small and medium-sized businesses across the United States. We are seeking a Manager, Customer Retention to lead the Retention team, focusing on proactive outreach, relationship management, and scalable playbooks to improve customer outcomes. You will own team performance, collaborate with cross-functional partners, and mentor staff while shaping retention strategy.

This role is remote within the U.S. and reports to the Sr.

Qualifications

• 6+ years in customer retention, success, or account management roles.
• 2+ years direct team management experience.
• Proven improvement of retention or save outcomes.
• Knowledge of 401(k)/retirement plan administration.
• Experience coaching negotiation and handling objections.
• Strong data literacy with dashboards and reporting.

Responsibilities

• Oversee end-to-end team operations: hiring, onboarding, playbooks, and training.
• Manage retention targets; report results and forecasts monthly to leadership.
• Run daily retention case queue, balance workload, enforce rules of engagement.
• Partner with Relationships, Success Ops, Product, Sales, Finance; feed churn insights to leadership.
• Validate monthly commissions and contribute to incentive plan design.
• Identify automation opportunities and pilot AI-assisted outreach.
• Lead high-stakes retention conversations when needed.
• Other duties as assigned.

Skills

Customer retention

Team management

Data analytics

Sales negotiation

401(k) knowledge

Stakeholder influence

Communication

Tools

Salesforce

Tableau

BI dashboards

Job description

Human Interest is a high-growth fintech driving retirement access for small and medium-sized businesses across the United States. We are seeking a Manager, Customer Retention to lead the Retention team, focusing on proactive outreach, relationship management, and scalable playbooks to improve customer outcomes. You will own team performance, collaborate with cross-functional partners, and mentor staff while shaping retention strategy.

This role is remote within the U.S. and reports to the Sr.