
Retention Manager

GoCanvas
Summary
Join the SiteDocs and GoCanvas team as a Retention Manager and drive customer retention by ensuring contract fulfillment, renewals, and price increases. Collaborate cross-functionally to manage escalations and implement proactive strategies to mitigate risk and maximize customer value. Manage customer accounts for long-term success, develop and execute strategic save plans, and consistently meet or exceed monthly revenue goals. Act as a customer champion, advocating for their needs and serving as the escalation point for customer issues. Work closely with internal teams and leadership to ensure seamless execution and provide retention projections. Utilize various tools like Salesforce, ChurnZero, Salesloft/Gong, Zendesk/Intercom, Rocketlane, Zuora/Recurly/Chargify, and Device Magic Back End. This role requires 2+ years of experience in customer success, account management, or a retention-focused role, along with strong communication and problem-solving skills. Proficiency with CRM tools and customer health tracking platforms is also essential. This is a remote opportunity located in Canada.
Requirements
- 2+ years in customer success, account management, or a retention-focused role
- Strong understanding of renewals, contract fulfillment, and revenue retention strategies
- Excellent communication and problem-solving skills with a proactive approach to risk management
- Experience working cross-functionally and managing escalations effectively
- Proficiency with CRM tools like Salesforce and customer health tracking platforms
Responsibilities
- Manage customer accounts, ensuring contract fulfillment and long-term success
- Drive retention, overseeing renewals, and price adjustments
- Develop and execute strategic save plans to reduce churn and revenue loss
- Consistently meet or exceed monthly revenue goals through retention activities
- Act as the customer champion, advocating for their needs internally and externally
- Serve as the escalation point for customer issues, coordinating resolutions effectively
- Collaborate with cross-functional teams to track, assess, and manage risk proactively
- Work closely with your internal teams (Customer Success, Professional Services, Billing, etc.) to ensure seamless execution
- Meet regularly with leadership to provide projections on retention and upsell opportunities
- Utilize Salesforce for CRM and account management
- Monitor customer health via ChurnZero and implement retention strategies accordingly
- Track and log communication using Salesloft/ Gong
- Collaborate with support and billing teams via Zendesk / Intercom
- Manage customer projects and communications through Rocketlane
- Review billing data through Zuora / Recurly, Chargify (view-only)
- Utilize Device Magic Back End as needed
- Other related programs to ensure customer satisfaction
Benefits
- Health insurance (medical, dental & vision)
- Life insurance
- 401(k)
- Paid time off
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