Customer Retention Manager

QuoteIQ is a fast-growing SaaS CRM company dedicated to helping home service providers enhance their operations. The Customer Retention Manager will guide customers through their journey, ensuring they successfully transition from free trials to active subscriptions while building strong relationships and addressing their needs.

Responsibilities:

• Guiding customers through the entire journey — from free trial all the way to active subscription
• Setting up new accounts and helping customers import and organize their data so they’re set up for success from day one
• Hosting Zoom calls to onboard new customers, walk them through the platform, and build lasting relationships
• Serving as the primary point of contact throughout each customer’s journey — they know your name and trust you
• Handling support inquiries via text, email, and phone
• Troubleshooting issues quickly and confidently so customers stay engaged and see real value in the product
• Identifying customers who may be at risk of churning and proactively reaching out to keep them on board

Requirements:

• A people person who builds rapport easily and makes customers feel confident and supported
• Strong communicator — written, verbal, and on video calls
• Organized and detail-oriented — you're managing multiple customer relationships at once and nothing slips through the cracks
• Comfortable learning and clearly explaining software tools (CRM or SaaS experience is a big plus)
• A natural problem-solver who stays calm and helpful under pressure
• Good work ethic and someone who genuinely takes pride in the customer experience
• Previous customer success, account management, or customer service experience preferred