Full-Time Senior Customer Retention Strategist

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. Compensation is tied to year-over-year improvement in controllable churn metrics, reinforcing the strategic importance of retention.

This role requires a customer-first mindset, strategic execution, and a passion for reducing churn and increasing customer lifetime value. 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 with proven track record of success 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, identify trends, and make data-driven decisions. Experience working cross-functionally to solve complex customer challenges. Exceptional communication and relationship-building skills, both internally and externally. High accountability for results and a proactive, problem-solving mindset. Familiarity with CRM tools, customer feedback systems, and churn mitigation strategies.

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