Customer Success Manager - Retention (US/Canada)

📋 Description

• Manage a dual-track book: proactive optimization and reactive retention with a 60%+ target.
• De-escalate concerns and translate data into compelling retention narratives.
• Balance scheduled retention calls with proactive optimization outreach; prioritize queues.
• Daily outreach of 20–25 dials/contacts across both tracks.
• Collaborate with CS Managers and cross-functional teams; influence product roadmap.
• Deliver world-class customer experience in partnership with Operations.

🎯 Requirements

• 2+ years in Customer Success, Account Management, or Retention in SaaS.
• Proven track record of hitting retention, save-rate, or health targets.
• Experience with high-volume call-based workflow; outbound and inbound.
• Ability to interpret usage data and communicate insights in real time.
• Experience with Salesforce, SalesLoft, TalkDesk, Gong, Loom, Metabase.
• Background in B2B2C, ideally in food/hospitality and technology.

🎁 Benefits

• Comprehensive health coverage.
• Work from anywhere (100% remote).
• Unlimited PTO.
• Extra perks and a collaborative culture.