Senior Customer Retention Strategist - Remote

Overview

The Senior Customer Retention Strategist is responsible for reducing controllable churn through proactive and reactive strategies while ensuring exceptional customer experiences. This role collaborates cross-functionally with sales, customer success, product, and operations to address customer pain points, strengthen engagement, and drive retention.

In Short

• Analyze customer data to identify churn risks and implement targeted engagement strategies.
• Develop and execute outreach campaigns to enhance customer relationships and satisfaction.
• Partner with marketing and management to promote features, content, and offers that improve retention.
• Maintain a customer satisfaction score average over 4.0 and a 90% retention rate for high-value customers.
• Build and manage a churn mitigation program to retain at-risk customers.
• Establish a streamlined escalation process for resolving retention issues efficiently.
• Conduct post-churn analysis to refine retention strategies and improve processes.
• Identify satisfied customers and foster advocacy through engagement initiatives.
• Track and differentiate churn revenue vs. churn quantity for deeper insights.
• Own churn control key performance indicators and develop dashboards to monitor churn in real-time.

Requirements

• Bachelor’s degree preferred (or equivalent experience).
• 7+ years of experience in account management, customer success, or retention at a SaaS or technology-driven company.
• Strong understanding of 401(k) plan administration, including compliance, testing, and payroll integration.
• Proven ability to manage multiple priorities and thrive in a fast-paced environment.
• Strong analytical skills, with the ability to interpret data and make data-driven decisions.
• Exceptional communication and relationship-building skills.
• High accountability for results and a proactive, problem-solving mindset.
• Familiarity with CRM tools and customer feedback systems.

Benefits

• Competitive compensation package.
• Generous stipend toward premiums for medical, dental, and vision.
• Learning and development stipends.
• 401(k) Matching.
• Monthly wellness subsidies.
• Equity incentives.
• Flexible PTO policy.
• Time off for volunteering.
• Emphasis on internal promotions.
• Regular performance reviews.