SaaS Customer Retention Manager

Nasdaq, Inc; Denver (CO); Hybrid; USD 73,000 - 124,000; Full time

Benefits offered by this job

Hybrid work model

401(k) with employer match

Employee stock purchase program

Paid time off

Parental leave

Job summary

Nasdaq, Inc. seeks a Customer Retention Manager to defend a shared portfolio of about 400 accounts across North America. This role emphasizes responsive problem‑solving, effective communication, and revenue protection within a fast‑paced SaaS/FinTech environment.

The ideal candidate thrives under pressure, handles high-stakes situations with empathy, and utilizes retention frameworks to minimize churn while expanding eligible opportunities. Hybrid work options are available in Denver or Chicago.

Qualifications

• Bachelor's degree in Business, Finance, or related field, or equivalent practical experience.
• 3+ years in Customer Success or Account Management within a B2B SaaS or FinTech environment.
• Proven ability to handle high-stakes customer situations with empathy, tact, and effectiveness.
• Strong organizational and prioritization skills, with 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 ability to diagnose issues and deliver solutions quickly in both written and verbal formats.

Responsibilities

• Serve as primary contact for inbound customer requests including contract, billing, and cancellation inquiries; and product support.
• Apply retention strategies to de-escalate friction and protect revenue and retention.
• Manage inbound requests with urgency and aim for first-contact resolution.
• Audit account health to guide customers toward features that reduce churn.
• Identify and route qualified expansion opportunities and process upgrades as they arise.

Skills

CRM proficiency

Salesforce

Communication

Prioritization

Retention strategies

Education

Bachelor's degree

Tools

Salesforce

Job description

Nasdaq, Inc. seeks a Customer Retention Manager to defend a shared portfolio of about 400 accounts across North America. This role emphasizes responsive problem‑solving, effective communication, and revenue protection within a fast‑paced SaaS/FinTech environment.

The ideal candidate thrives under pressure, handles high-stakes situations with empathy, and utilizes retention frameworks to minimize churn while expanding eligible opportunities. Hybrid work options are available in Denver or Chicago.