Care & Retention Manager, TouchBistro

• If you’re passionate about transforming "I want to cancel" into “I’m glad I stayed,” this role is for you
• 5–7+ years in customer retention, customer success, revenue operations, or account management within a SaaS or subscription-based business
• A strong track record of saving at-risk accounts and preserving high-value customer relationships
• Experience managing and mentoring high-performing teams with a focus on coaching and development
• Deep knowledge of retention metrics, churn drivers, and save strategies
• Proficiency with CRM and billing systems (e.g., Salesforce, Zuora) and a data-driven approach to performance and strategy
• Excellent communication, negotiation, and conflict resolution skills—especially under pressure

Desirable

• At TouchBistro, we believe the moments that matter most are the ones where customers decide to stay
• As the Manager, Care & Retention, you'll lead a strategic team focused on reducing churn, preserving revenue, and increasing customer lifetime value
• This is a high-impact role where customer empathy meets business strategy
• You’ll develop and execute data-driven retention programs, directly engage in complex save scenarios, and coach a team of specialists to deliver consistent, high-quality outcomes
• Lead, coach, and develop a team of Customer Care & Retention Specialists, creating a culture of ownership, empathy, and performance
• Design and implement proactive retention strategies, including segmentation, save tactics, and high-risk intervention models
• Personally manage high-stakes escalations and refund requests, setting the standard for objection handling and customer recovery
• Define and own performance metrics like save rate, net revenue retention, and customer lifetime value uplift
• Collaborate cross-functionally with Product, Sales, Finance, and Customer Support to improve save outcomes and address root causes of churn
• Ensure billing accuracy and contract adherence in partnership with Finance and Billing teams, leveraging tools like Salesforce and Zuora
• Build coaching frameworks, QA routines, and training programs that continuously improve team skillsets and response quality
• Use data to lead—own dashboards, churn reporting, and performance reviews to influence decision-making at the leadership level
• Translate customer feedback and retention data into actionable insights that inform product enhancements and customer experience improvements