Retention Customer Success Manager

Nasdaq; Chicago (IL); Hybrid; USD 73,000 - 124,000; Full time

Benefits offered by this job

401(k) with match

Health/dental/vision benefits

Hybrid in-office schedule

Job summary

Nasdaq is seeking a Customer Success Manager to serve as the main contact for contracts, billing, and product support, driving retention and revenue protection. You will de-escalate issues, resolve high-stakes situations with empathy, and coordinate across time zones to ensure response SLAs.

Ideal candidates have 3+ years in B2B SaaS/FinTech CS or AM, proficiency with Salesforce, and strong written and verbal communication. Hybrid work with in-office days is available in Chicago or Denver.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 3+ years of experience in Customer Success or Account Management in a B2B SaaS/FinTech environment.
• Experience handling high-stakes customer situations with empathy and effectiveness.
• Strong organizational and prioritization skills across multiple time zones.
• Proficiency with CRM/CS platforms such as Salesforce.
• Clear and confident communication in written and verbal formats.

Responsibilities

• Serve as the primary contact for inbound customer requests including contracts, billing, and cancellations; drive retention.
• Apply retention strategies to de-escalate customer friction and protect revenue.
• Manage inbound requests with urgency and aim for first-contact resolution.
• Audit account health and guide customers toward deeper engagement to reduce churn.
• Identify and route expansion opportunities and process self-serve upgrades as they arise.

Skills

CRM proficiency

Empathy & communication

Multi-time zone coordination

Problem solving

Written & verbal communication

Customer retention strategies

Education

Bachelor's degree in Business, Finance, or related field

Equivalent practical experience

Tools

Salesforce

Job description

Key Responsibilities

• Serve as the primary point of contact for inbound customer requests including contract, billing, and cancellation inquiries; and product support — using every interaction as an opportunity to retain and strengthen the relationship.
• Apply retention strategies to de-escalate customer friction, address commercial objections, and deliver creative solutions that protect revenue and gross retention.
• Manage inbound requests with urgency and precision, ensuring acknowledgment within SLA and driving toward first-contact resolution on the majority of interactions.
• Audit account health during support touchpoints to identify product under-utilization and guide customers toward features that deepen engagement and reduce churn risk.
• Identify and route qualified expansion opportunities, and process transactional self-serve upgrades as they arise.

Required Qualifications

• Bachelor's degree in Business, Finance, or a related field, or equivalent practical experience.
• 3+ years of experience in Customer Success or Account Management within a B2B SaaS or FinTech environment.
• Proven ability to handle high-stakes customer situations — including billing disputes and cancellation requests — with empathy, tact, and effectiveness.
• Strong organizational and prioritization skills, with the ability to manage a high-volume inbound queue across multiple time zones.
• Proficiency with CRM and Customer Success platforms such as Salesforce.
• Clear and confident communicator, with the ability to diagnose issues and deliver solutions quickly in both written and verbal formats.

Preferred Qualifications

• Experience managing large, pooled or unassigned account portfolios in a high-velocity environment.
• Familiarity with churn mitigation frameworks or structured retention methodologies.
• Exposure to SaaS products, and subscription-based business models.

This position will be located in Denver or Chicago and offers the opportunity for a hybrid work environment at least 3 days a week in-office, subject to change, providing flexibility and accessibility for qualified candidates.

Equal Opportunity & Diversity

Nasdaq is an equal opportunity employer. We welcome applications from candidates of all backgrounds and identities.

We are committed to fostering an inclusive workplace where diverse perspectives, experiences, and identities are valued and celebrated.

We ensure that individuals with disabilities are provided with reasonable accommodation throughout the hiring process.

What We Offer

• We’re proud to offer a competitive rewards package that is meaningful, recognizes the unique needs of our employees and their families and incentivizes employees for their contribution to Nasdaq’s overall success.
• The base pay range for this role is $73,000 - $124,000.
• In addition to base salary, Nasdaq provides a generous annual bonus/commission (short-term incentive), and equity (long-term incentive), comprehensive benefits, and opportunity for growth.
• Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education/training, business needs and market demands.
• Secure Wealth: 401(k) program with 6% employer match, Employee Stock Purchase Program with 15% discount, Student loan repayment program up to $10k, Company paid life and disability plans, Generous paid time off
• Prioritize Health: Comprehensive medical, dental and vision coverage, Health spending account with employer contribution, Paid flex days to support mental wellbeing, Gym membership discounts
• Care for Family: Hybrid home/office schedule (for most positions), Paid parental leave, Fertility benefits, Paid bereavement leave
• Connect with Community: Company gift matching program, Employee resource groups, Paid volunteer days
• Grow Career: Education Assistance Program, Robust job skills training and Professional development opportunities

For more information, visit Nasdaq Benefits & Rewards Career page.

About Nasdaq

At Nasdaq, we’re proud to be the engine behind the world’s capital markets. But we don’t stop there. We build the technology that drives transparency, trust, and access—helping economies grow and people thrive. Our purpose is to advance economic progress for all. Whether you’re a client, a colleague, or part of our broader community, we’re here to move markets—and possibilities—forward. Join our Talent Community to stay in the loop on upcoming roles, events, and new opportunities across Nasdaq. Our hybrid work model, NasdaqBlend, gives you flexibility to do your best work—whether that’s from home, in the office, or a mix of both. Check the job listing or reach out to our team for role-specific details. We’re a global team of over 8,500 innovators across 38 countries, united by a shared purpose: advancing economic progress for all. It’s not just what we do—it’s how we do it, together. Want a deeper look into our culture? Explore our Culture Book. We support your success through You&Q, our total rewards program that covers every dimension of life—from building wealth and growing your career to prioritizing well-being and family care. Join the Team Advancing Economic Progress for All.