Customer Retention Manager

As a Customer Retention Manager reporting to AVP of Account Management, you'll play a critical role in managing and defending a shared portfolio of approximately 400 accounts across North America — keeping clients engaged, supported, and set up for long-term success.

You'll thrive in this position if you're resilient, solutions-oriented, and energized by fast-paced environments where responsiveness and problem-solving drive real business impact. An aptitude for supporting SaaS solutions is also key to a good match.

Key Responsibilities

• Serve as the primary point of contact for inbound customer requests including contract, billing, and cancellation inquiries; and product support — using every interaction as an opportunity to retain and strengthen the relationship.
• Apply retention strategies to de-escalate customer friction, address commercial objections, and deliver creative solutions that protect revenue and gross retention.
• Manage inbound requests with urgency and precision, ensuring acknowledgment within SLA and driving toward first-contact resolution on the majority of interactions.
• Audit account health during support touchpoints to identify product under-utilization and guide customers toward features that deepen engagement and reduce churn risk.
• Identify and route qualified expansion opportunities, and process transactional self-serve upgrades as they arise.

Required Qualifications

• Bachelor's degree in Business, Finance, or a related field, or equivalent practical experience.
• 3+ years of experience in Customer Success or Account Management within a B2B SaaS or FinTech environment.
• Proven ability to handle high-stakes customer situations — including billing disputes and cancellation requests — with empathy, tact, and effectiveness.
• Strong organizational and prioritization skills, with the ability to manage a high-volume inbound queue across multiple time zones.
• Proficiency with CRM and Customer Success platforms such as Salesforce.
• Clear and confident communicator, with the ability to diagnose issues and deliver solutions quickly in both written and verbal formats.

Preferred Qualifications

• Experience managing large, pooled or unassigned account portfolios in a high-velocity environment.
• Familiarity with churn mitigation frameworks or structured retention methodologies.
• Exposure to SaaS products, and subscription-based business models.

This position will be located in Denver or Chicago and offers the opportunity for a hybrid work environment at least 3 days a week in-office, subject to change, providing flexibility and accessibility for qualified candidates.

Come as You Are

Nasdaq is an equal opportunity employer. We welcome applications from candidates of all backgrounds and identities.

We are committed to fostering an inclusive workplace where diverse perspectives, experiences, and identities are valued and celebrated.

We ensure that individuals with disabilities are provided with reasonable accommodation throughout the hiring process.

What We Offer

We’re proud to offer a competitive rewards package that is meaningful, recognizes the unique needs of our employees and their families and incentivizes employees for their contribution to Nasdaq’s overall success.

The base pay range for this role is $73,000 - $124,000. In addition to base salary, Nasdaq provides a generous annual bonus/commission (short-term incentive), and equity (long-term incentive), comprehensive benefits, and opportunity for growth. Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education/training, business needs and market demands.

Nasdaq’s programs and rewards are intended to allow our employees to:

• Secure Wealth: 401(k) program with 6% employer match, Employee Stock Purchase Program with 15% discount, Student loan repayment program up to $10k, Company paid life and disability plans, Generous paid time off
• Prioritize Health: Comprehensive medical, dental and vision coverage, Health spending account with employer contribution, Paid flex days to support mental wellbeing, Gym membership discounts
• Care for Family: Hybrid home/office schedule (for most positions), Paid parental leave, Fertility benefits, Paid bereavement leave
• Connect with Community: Company gift matching program, Employee resource groups, Paid volunteer days
• Grow Career: Education Assistance Program, Robust job skills training and Professional development opportunities

For more information, visit Nasdaq Benefits & Rewards Career page.