Senior Customer Retention Strategist

The senior customer retention strategist is responsible for reducing controllable churn through proactive and reactive strategies while ensuring exceptional customer experiences. This role collaborates cross-functionally with sales, customer success, product, and operations to address customer pain points, strengthen engagement, and drive retention. Compensation is tied to year-over-year improvement in controllable churn metrics, reinforcing the strategic importance of retention. Key Responsibilities include proactive and reactive retention strategies, customer advocacy, referral program development, and collaboration with reporting. The position requires expertise in 401(k) administration and a data-driven mindset with a focus on measurable retention impact. A Bachelor’s degree preferred with 7+ years of experience in account management or customer success, and a strong understanding of 401(k) plan administration.