Role Description The Retention Manager is the last line of defense when an AutoVitals client is at risk of cancelling. The ideal candidate brings deep experience in B2B SaaS retention, account management, or sales, with a proven ability to diagnose what's really driving a cancel signal, build a plan to address it, and pull in whatever cross-functional resources are needed to save the relationship. This role operates with significant authority over pricing concessions, contract restructuring, and engineering and product escalations. This is not a renewal management role. AutoVitals contracts auto-renew, and routine renewal motions are not part of this role's responsibility. The Retention Manager engages only when a client is actively at risk of leaving — whether through an explicit cancellation request, a competitive migration signal, a failed onboarding, or another structural cancellation risk. This is also not a sales role. The Retention Manager carries no upsell quota and is positioned to clients as a non-selling resource: "I'm not asking you for a penny. I'm here to solve this. The buck stops here." Expansion opportunities surfaced during a save cycle are handed to the Account Management team. This position will report directly to the Director of Sales and will work remotely. We're looking for someone to join our team immediately. Responsibilities - 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. Qualifications - 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. Bonus Qualifications - 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. Benefits - Full Time, Salary Exempt. Total Compensation Package ranges between: $85,000 - $150,000. - Salary to be determined based on factors including but not limited to geographic location, skills, education, and/or experience. - Medical/Dental/Vision. - Flexible Spending Account. - 401K Match. - Unlimited PTO.

• Manage and optimize the return journey from the customer’s first request to final resolution; • Convert refund requests into exchanges, replacements, store credit, or upsell opportunities; • Build retention scripts and save-offer playbooks based on customer intent and return reason; • Build strong and lasting customer relationships; • Monitor the online customer journey and identify friction points in product pages, checkout, post-purchase, and return flows; • Support customers through chatbot and live calls to improve resolution rates and reduce the need for returns; • Collaborate with Marketing, CX, Product, and Webstore teams to improve the post-purchase experience and reduce friction; • Handle sensitive customer data with care and security.

Role Description Join our community as a Customer Retention Specialist today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. - Manage and optimize the return journey from the customer’s first request to final resolution; - Convert refund requests into exchanges, replacements, store credit, or upsell opportunities; - Build retention scripts and save-offer playbooks based on customer intent and return reason; - Build strong and lasting customer relationships; - Monitor the online customer journey and identify friction points in product pages, checkout, post-purchase, and return flows; - Support customers through chatbot and live calls to improve resolution rates and reduce the need for returns; - Collaborate with Marketing, CX, Product, and Webstore teams to improve the post-purchase experience and reduce friction; - Handle sensitive customer data with care and security. Qualifications - Excellent English communication skills (at least C1 level for both spoken and written); - Minimum 2 years of experience in Customer Support, Customer Success, Retention, or eCommerce operations; - Commercial mindset with a focus on saving revenue, reducing returns/refunds where appropriate, and improving the overall customer experience; - Comfortable negotiating and presenting alternatives (exchanges, upgrades, store credit, etc.) to achieve retention outcomes; - Hands-on experience with CRM systems, chatbot tools, ticketing systems, and/or call center workflows; - Ability to configure and optimize basic workflows, scripts, and dashboards within these tools; - Strong ability to work cross-functionally with Customer Support, IT, Marketing, Product, and Webstore teams; - Analytical ability to identify patterns, recurring issues, and improvement opportunities in customer behavior and processes; - Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload). Benefits - Fixed schedule: Monday–Friday, 3 PM–11 PM CET; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements. *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

• Develop and execute strategic campaigns to increase marketplace customer retention and grow bookings through email, SMS, push notifications, and on-site messaging. • Design and continuously optimize customer onboarding flows that accelerate adoption for new customers. • Identify new activation milestones and build campaigns that reliably move users to them. • Maintain and optimize a comprehensive calendar of seasonal campaigns and promotions across the ezCater marketplace, aimed at driving incremental orders. • Analyze and translate data from various sources (eg. reporting dashboards, customer insights) into actionable insights, recommendations and strategic plans to enhance customer touchpoints, drive engagement, and improve conversion rates. • Identify areas for optimization and implement strategies to improve campaign effectiveness. • Use promotions effectively and cost-efficiently to change customer behavior. • Partner with the growth acquisition team to increase retention effectively and efficiently using paid media. • Utilize segmentation techniques to customize communications and marketing campaigns.