# Manager, Customer Retention Solutions

**Company:** [Kapitus](https://hotfix.jobs/companies/kapitus)
**Location:** New York, NY, New Jersey, Connecticut
**Role:** Customer Success
**Salary:** $100k – $100k/yr
**Experience:** 5+ years
**Skills:** Salesforce, Microsoft Office, CRM, sales management, Customer Retention, sales coaching, Performance Management, Financial Services
**Posted:** 2026-08-12

> Leads a customer retention and sales renewal team, overseeing coaching, performance management, merchant escalations, renewals, and revenue goals. The role requires substantial people-management and sales experience, CRM proficiency, and residence in New York, New Jersey, or Connecticut for monthly office attendance.

## Job Description

## Responsibilities
- Staff and manage the sales renewal team while delivering individual and team performance goals.
- Monitor, assess, and address customer outreach through sales tools and company policies.
- Manage Salesforce reporting systems and financial information pipelines.
- Review Salesforce dashboards, generate reports, and communicate findings to align performance and accountability.
- Act as a player/coach to achieve individual and team sales-unit, volume, and monthly department goals.
- Manage and follow up on merchants’ requests, concerns, and needs.
- Serve as an escalation contact for team members and merchants.
- Build and maintain relationships with key client decision-makers.
- Review, facilitate, and expedite renewal submissions and contract funding.
- Coach, mentor, and enable team members while creating a motivating, inclusive environment.
- Develop short- and long-term learning plans and support formal and informal development activities.
- Set expectations, hold employees accountable, and address performance issues with HR as appropriate.
- Lead hiring, performance management, compensation, and evaluations.
- Collaborate with leadership and HR on career growth and succession plans.

## Requirements
- Bachelor’s degree preferred, or equivalent combination of education and experience.
- 3+ years of sales representative experience, ideally in financial services or consultative sales.
- 4+ years of people management and coaching experience.
- Experience serving as a subject-matter expert for policies and procedures.
- Experience driving metric and quality performance within a 30-day cycle.
- Experience with performance management.
- Excellent verbal, written, interpersonal, organizational, and time-management skills.
- Ability to deal with ambiguity and change and perform in a high-intensity environment.
- Ability to perform business math.
- Proficiency with Microsoft Suite and CRM systems.
- Candidates must be located in New York, New Jersey, or Connecticut; monthly in-office presence is required.

## Compensation and Benefits
- Competitive base salary of $100,000.
- Eligibility for incentive commission compensation, earned monthly.
- Medical, dental, and vision insurance.
- Flexible spending and lifestyle spending accounts.
- Company-paid disability and vision insurance.
- Voluntary life, disability, accident, and hospitalization insurance.
- Paid maternity and parental leave.
- Commuter benefits.
- LifeBalance program and Plum Benefits discounts.
- Pet and car insurance discounts.
- Tuition reimbursement of up to $5,000 annually.
- Travel reimbursement for work-related travel.
- Paid time off and sick time.
- Fidelity 401(k) with a 25% company match on contributions, up to 6% of annual salary.

## Similar roles

- [Manager, Implementations](https://hotfix.jobs/jobs/eebdad18-0b13-4c3f-9e79-61a31e579f00) - Second Nature - Remote - $100k – $120k/yr
- [Technical Account Manager](https://hotfix.jobs/jobs/75ce5ed1-60e2-4941-b978-ea954ffaf41c) - Wiz - Remote - $100k – $120k/yr
- [Customer Success Manager](https://hotfix.jobs/jobs/6b839c0f-74db-4865-8f9b-27a4bdbd96a4) - OpusClip - Remote - $100k – $140k/yr
- [Digital Customer Success Manager](https://hotfix.jobs/jobs/88f38ad5-bc8f-4f14-9f0a-f918464c6660) - Sigma - San Francisco, CA - $100k – $118k/yr
- [Technical Account Manager](https://hotfix.jobs/jobs/06bec0c3-c40d-4368-8157-1bc691ca745c) - LogicGate - Chicago, IL - $100k – $125k/yr

**Apply:** https://hotfix.jobs/jobs/f6c21545-1094-402e-8c43-92e2248a47af
**Canonical:** https://hotfix.jobs/jobs/f6c21545-1094-402e-8c43-92e2248a47af