Customer Retention Manager

Location: Denver-18 Street

As a Customer Retention Manager reporting to AVP of Account Management, you'll play a critical role in managing and defending a shared portfolio of approximately 400 accounts across North America — keeping clients engaged, supported, and set up for long-term success.

You'll thrive in this position if you're resilient, solutions-oriented, and energized by fast-paced environments where responsiveness and problem-solving drive real business impact. An aptitude for supporting SaaS solutions is also key to a good match.

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.
• Additional Locations: USA - Chicago - Illinois