Retention Manager

About AutoVitals

AutoVitals offers a suite of SaaS tools built to help auto repair shops overcome common operational and growth challenges. The company’s mission is to support profitable growth by helping shops win more customers, improve customer communication and service, increase operational efficiency, and raise average repair order value.

Role Overview

The Retention Manager serves as the final point of defense when an AutoVitals customer is at risk of cancelling. This person should bring substantial experience in B2B SaaS retention, account management, or sales, along with a strong ability to uncover the real reason behind a cancellation signal, create a recovery plan, and coordinate the right internal partners to preserve the account.

The role carries meaningful authority over pricing concessions, contract restructuring, and escalations to engineering and product teams. It is focused only on active save situations such as a direct cancellation request, signs of competitive replacement, a failed onboarding, or other structural risks. It is not a renewal-management position, since contracts renew automatically, and it is not a selling role. There is no upsell quota, and the position is introduced to clients as a neutral, non-selling problem solver. Any expansion opportunity discovered during a save effort is passed to the Account Management team.

This role reports to the Director of Sales, is fully remote, and is intended to be filled immediately.

Responsibilities

• Take full ownership of each retention escalation from identification through resolution, and close it out as a clean save, partial save, or clean churn with complete data capture.
• Respond to each assigned retention case within 24 business hours and conduct structured discovery to uncover the true reason behind the cancellation risk.
• Design and execute the save strategy, which may involve discounts, credits, contract changes, free training, product or engineering escalation, executive involvement, or a sales-led value re-pitch.
• Work directly with teams such as Tech Support, Training, Onboarding, Customer Success, Product, and Engineering, with the authority to move work into their queues when the retention case warrants it.
• Partner with Account Executives on sales-misalignment situations while owning the case process, documentation quality, and call coordination.
• Record every interaction in Salesforce so the data can be used to improve Sales qualification, Onboarding detection, Customer Success monitoring, and Product decisions.
• Spot recurring patterns across save attempts and share those insights with leadership across Sales, Onboarding, Customer Success, and Product.
• Work within approved concession limits, including discounts, credits, and contract restructuring.
• Maintain a 90-day retention standard for every save, with re-churned accounts within that window clawed back from variable pay.
• Pass any expansion opportunity discovered during a save cycle to the Account Management team.

Requirements

• At least 5 years of experience in B2B SaaS, with meaningful exposure to Customer Success, Account Management, or Sales, preferably across more than one of these areas.
• Proven experience managing high-volume retention work, especially accounts below $10k ACV.
• Hands-on experience with objection handling and pricing negotiations in live customer situations.
• Ability to coordinate cross-functional teams such as Engineering, Product, Training, and Support without having formal authority over them.
• Excellent written documentation habits, with the discipline to produce reliable Salesforce records that can inform long-term business decisions.
• Strong problem-solving ability and consistent follow-through.
• Must be legally authorized to work in the United States.
• Bonus: background in automotive SaaS, shop management software, or a similar industry.
• Bonus: experience working with independent automotive repair shops.
• Bonus: familiarity with Salesforce, Zoom, Slack, Google Calendar, or similar tools.

Compensation and Benefits

This is a full-time, salary-exempt position. Total compensation is stated at $85,000 to $150,000, with final pay determined by factors such as location, skills, education, and experience.

• Medical, dental, and vision coverage
• Flexible Spending Account
• 401(k) match
• Unlimited paid time off