{"id":3887466,"url":"https://alion.io/job/nasdaq-customer-retention-manager","title":"Customer Retention Manager","company":{"id":2948,"name":"Nasdaq","domain":"nasdaq.com","url":"https://alion.io/company/nasdaq","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":31,"ghost_share":0,"stale_share":0.484,"repost_share":0.032,"time_to_fill_p50_days":41,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Denver, United States","Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":73000,"max":124000,"currency":"USD","period":"year","gross":null,"usd_annual":124000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-11-06T20:06:44Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-11T02:47:30Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nKey Responsibilities\nServe 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.\nApply retention strategies to de-escalate customer friction, address commercial objections, and deliver creative solutions that protect revenue and gross retention.\nManage inbound requests with urgency and precision, ensuring acknowledgment within SLA and driving toward first-contact resolution on the majority of interactions.\nAudit account health during support touchpoints to identify product under-utilization and guide customers toward features that deepen engagement and reduce churn risk.\nIdentify and route qualified expansion opportunities, and process transactional self-serve upgrades as they arise.\nRequired Qualifications\nBachelor's degree in Business, Finance, or a related field, or equivalent practical experience.\n3+ years of experience in Customer Success or Account Management within a B2B SaaS or FinTech environment.\nProven ability to handle high-stakes customer situations - including billing disputes and cancellation requests - with empathy, tact, and effectiveness.\nStrong organizational and prioritization skills, with the ability to manage a high-volume inbound queue across multiple time zones.\nProficiency with CRM and Customer Success platforms such as Salesforce.\nClear and confident communicator, with the ability to diagnose issues and deliver solutions quickly in both written and verbal formats.\nPreferred Qualifications\nExperience managing large, pooled or unassigned account portfolios in a high-velocity environment.\nFamiliarity with churn mitigation frameworks or structured retention methodologies.\nExposure to SaaS products, and subscription-based business models.\nThis 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.\nCome as You Are\nNasdaq is an equal opportunity employer. We welcome applications from candidates of all backgrounds and identities.\nWe are committed to fostering an inclusive workplace where diverse perspectives, experiences, and identities are valued and celebrated.\nWe ensure that individuals with disabilities are provided with reasonable accommodation throughout the hiring process.\nWhat We Offer\nWe’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.\nThe 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:\n 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\nPrioritize Health: Comprehensive medical, dental and vision coverage, Health spending account with employer contribution, Paid flex days to support mental wellbeing, Gym membership discounts\n Care for Family: Hybrid home/office schedule (for most positions), Paid parental leave, Fertility benefits, Paid bereavement leave\nConnect with Community: Company gift matching program, Employee resource groups, Paid volunteer days\nGrow Career: Education Assistance Program, Robust job skills training and 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