Senior Customer Retention Strategist

Company Description

Ubiquity Retirement + Savings® has a simple mission: to empower small businesses and their employees to create a more secure financial future by leveraging technology with affordable retirement solutions and world-class customer support.

For over 23 years, we have helped workers save more than $3 billion toward their retirement and opened 401(k) plans for 10,000+ small businesses—pioneering a transparent, flat-fee experience. Our tenured team are retirement experts and future-you champions.

We’re transforming retirement and financial services through innovative, user-centric solutions. Our flagship product, a cornerstone of our mission, is built in partnership with a trusted development partner and serves a growing market of businesses and individuals seeking intuitive and impactful financial tools. As we prepare for the next phase of our journey, we’re looking for a visionary Product Development Leader to guide our development strategy, build a high-performing internal team, and elevate our product to the next level of excellence.

We value accountability, collaboration, and transparency. Proudly one of the Best Places to Work and Entrepreneur Magazine's Top 150 Company Cultures, we take what we do seriously and always strive to be happy at work. Our four company values and our motto “Freedom with Accountability” guide the way we work to support our mission.

Learn more about our values: https://www.myubiquity.com/about/

See us in the news:  https://www.linkedin.com/company/ubiquity-retirement-savings

We are a growing company that wants you to be a part of our success!

Job Description

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

Proactive retention strategies

• Analyze customer data to identify churn risks and implement targeted engagement strategies.
• Develop and execute outreach campaigns to enhance customer relationships and satisfaction.
• Partner with marketing and management to promote features, content, and offers that improve retention.
• Maintain a customer satisfaction score average over 4.0 and a 90% retention rate for high-value customers, excluding non-controllable churn.

Reactive retention strategies

• Build and manage a churn mitigation program to retain at-risk customers.
• Establish a streamlined escalation process for resolving retention issues efficiently.
• Conduct post-churn analysis to refine retention strategies and improve processes.

Customer advocacy and referral program

• Identify satisfied customers and foster advocacy through engagement initiatives.
• Develop and manage a referral program in collaboration with marketing and customer success.
• Work with marketing to create case studies and testimonials showcasing customer success.

Collaboration and reporting

• Advocate for process improvements and technology enhancements to support retention goals.
• Track and differentiate churn revenue vs. churn quantity for deeper insights.
• Own churn control key performance indicators, provide reports on trends, and develop dashboards to monitor churn in real-time.

Key Competencies

• Strong communication and collaboration skills across teams.
• Data-driven, results-oriented mindset with a focus on measurable retention impact.
• Strategic thinking, problem-solving, and decision-making abilities.
• Expertise in 401(k) administration, including compliance, plan design, and payroll integration.

This role requires a customer-first mindset, strategic execution, and a passion for reducing churn and increasing customer lifetime value.

Qualifications

• Bachelor’s degree preferred (or equivalent experience).  

• 7+ years of experience in account management, customer success, or retention at a SaaS or technology-driven company with proven track record of success  

• Strong understanding of 401(k) plan administration, including compliance, testing, and payroll integration. 

• Proven ability to manage multiple priorities and thrive in a fast-paced environment. 

• Strong analytical skills, with the ability to interpret data, identify tr