Customer Retention Manager

AutoVitals is a company that offers a suite of SaaS products aimed at improving the operations of auto repair shops. The Customer Retention Manager is responsible for managing client retention efforts, engaging with clients at risk of cancellation, and implementing strategies to save those relationships.

Responsibilities:

• You will own every retention escalation from the moment it is identified through resolution, closing each opportunity as a clean save, partial save, or clean churn with structured data captured to make the company smarter
• Engage every retention opportunity within 24 business hours of assignment and run structured discovery to understand the actual driver behind the cancel signal
• Build and execute the save plan, which may include any combination of pricing concession, contract restructure, free training engagement, engineering or product escalation, executive outreach, or sales-led re-pitch on value
• Marshal cross-functional resources directly across Tech Support, Training, Onboarding, Customer Success, Product, and Engineering, with standing authority to inject work into other teams' priorities when a clear retention case justifies it
• Coordinate with Account Executives on Sales Misalignment cases, owning the opportunity and data discipline while keeping the AE engaged on calls and resolution
• Document every interaction in Salesforce; the data this role generates is as valuable as the saves themselves and feeds upstream improvements in Sales qualification, Onboarding detection, Customer Success proactive monitoring, and Product roadmap
• Identify systemic patterns across save attempts and feed them back to Sales, Onboarding, Customer Success, and Product leadership
• Operate within defined authority: pricing concessions including pricing discounts, credits, or contract restructuring
• Own a 90-day stickiness standard on every save; saves that re-churn within 90 days are clawed back from variable compensation
• Hand expansion opportunities surfaced during save cycles to the Account Management team

Requirements:

• 5+ years in B2B SaaS, with material time in Customer Success, Account Management, or Sales — ideally a mix
• Track record handling sub-$10k ACV, high-volume retention work
• Demonstrated objection handling and pricing negotiation in live deals
• Experience marshaling cross-functional resources (Engineering, Product, Training, Support) without direct authority over them
• Strong written documentation discipline; this role's Salesforce output is the data the company will use to make better decisions for years
• Exceptional problem solving and follow-through skills
• Must be eligible to work in the United States
• Experience in automotive SaaS, shop management software, or a related vertical
• Background in independent automotive repair shops
• Proficiency using Salesforce, Zoom, Slack, Google Calendar, or equivalent