Retention Manager

The AutoVitals suite of SaaS products are designed to solve many of the current hurdles faced by auto repair shops. Our mission is to help auto repair shops drive profitable growth by attracting new customers, providing superior communication and customer service, increased shop efficiency, higher average repair orders, and more. 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** - You will 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 - 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 skil…