Retention Manager (US)

Must be located in the US (MST, CST, or EST only)

Compensation: $150000 USD OTE ($70,000 base + variable compensation) | Unlimited PTO | Fully Remote | Generous Benefits

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About SaaS Academy

The SaaS Academy Team is on a mission to help Software as a Service (SaaS) companies grow to new heights through world-class coaching and training.

Our CEO, Johnny Page, is a seasoned B2B SaaS executive who has led companies to remarkable success, notably growing Silvertrac and orchestrating its acquisition by K1 Private Equity in 2019. He now dedicates his expertise to helping ambitious B2B SaaS founders achieve their perfect exit.

Learn more about our programs: Growth Accelerator, SaaS Academy, and Boardroom.

Software As A Science - out now!

About the Role

The Retention Manager is critical to driving the long-term success of our clients by ensuring they fully engage with our programs and experience tangible value. This quota-carrying role requires a blend of customer success, sales, and relationship management skills, all aimed at minimizing churn, maximizing client satisfaction, and driving revenue through renewals and upgrades. The Retention Manager will serve as the key advocate for client relationships, spearheading efforts to enhance engagement, solve issues, and secure client loyalty across our three programs.

Here are the primary components of our Retention Manager role, including but not limited to:

Responsibilities & Success Metrics

1. World-Class Client Engagement & Retention Strategy

   As the primary point of contact for our clients, you will own the post-sale relationship, crafting tailored engagement strategies that ensure clients extract maximum value from our programs. Leading kickoff calls and conducting regular check-ins will be critical to identifying client needs early, addressing potential concerns, and maintaining satisfaction. You will proactively manage retention by analyzing churn risks, ensuring timely intervention before issues escalate, and increasing time-to-value by reducing the gap between onboarding and first success. Your success will be reflected in maintaining high client retention rates and keeping churn consistently below target.

2. Strategic Revenue Growth & Upsell Execution

   You will drive revenue growth by identifying upsell opportunities through a deep understanding of client behavior and program usage. Leading strategic conversations about upgrades and program enhancements, you will position SaaS Academy to meet client goals and maximize value. By consistently analyzing client engagement metrics, you will ensure that upsell opportunities drive reliable revenue growth and enhance overall client satisfaction. Your success in this role will be measured through upsell deals closed, increased client lifetime value (CLTV), and referrals sourced from clients.

3. Proactive Client Health Monitoring & Relationship Building

   Actively tracking client health and satisfaction will be a core responsibility, using both quantitative metrics and qualitative insights. By regularly collaborating with cross-functional teams like support and coaching, you will resolve potential issues quickly, minimizing disruption and enhancing program adoption. For clients at risk of disengagement, you will implement targeted recovery strategies, re-establishing value and ensuring long-term retention. The goal is to increase program adoption, maintain a portfolio of healthy clients, and achieve strong customer health scores across the board, all while reducing churn and improving long-term engagement.

4. Leadership in Client Feedback & Continuous Improvement

   You will lead the development and management of a comprehensive Voice of the Customer (VoC) program, systematically gathering client feedback, testimonials, and case studies to identify areas for improvement. By working closely with internal teams, you’ll use this feedback to refine offerings and improve the client experience, ensuring alignment with evolving needs. Your ability to consistently capture and respond to client insights will enhance overall satisfaction, drive improvements in the Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics, and secure valuable testimonials and case studies, which will further promote program success.

Experience and Qualifications

Required:

• 3+ years of experience in a sales or customer success role with proven success in renewals, upsells, and retention.
• Must have a proven record of consistently meeting or exceeding sales quotas.
• Experience in SaaS or B2B environments with short sales cycles.
• Track record of success in managing customer relationships, handling churn prevention, and identifying upgrade opportunities.
• Strong communication and interpersonal skills, with high emotional intelligence and the ability to handle tough conversations.
• Ability to thrive in a fast-paced environment, balancing multiple clients and priorities with urgency.
• Proficient in using CRM systems such as HubSpot for managing accounts and tracking renewals/upgrades.

Preferred:

• Success in producing referrals and securing testimonials in previous roles.
• Previous experience in the coaching or education industry, particularly in facilitating renewal or cancellation conversations.
• High accountability and a proactive mindset towards problem-solving and client success.
• Strong analytical skills, able to interpret client health data and develop action plans accordingly.

Benefits

• Compensation: $150000 CAD OTE ($70,000 base + variable compensation)
• Generous Benefits: We offer Unlimited PTO, health and retirement benefits, development training, and a robust and nourishing culture & team that is world-class.

Please check out the How We Hire section on our website to see what the steps are for our hiring process—taking the time to apply means a lot to us!  If you apply, you’ll hear from us, whether we feel you’re a good match for us, or not, as part of our process.

Time Zone | Location

• Must be located in the US (MST, CST, or EST only)

Note

• Internally, this position will be called a Client Success or Account Manager.