Retention Manager

About EverPass Media

EverPass Media is revolutionizing the delivery of live sports and entertainment to commercial venues such as bars, restaurants, hotels, and casinos across the United States. The platform combines premium live sports content with advanced streaming technology and innovative customer engagement solutions. Founded in 2023 with partnerships including RedBird Capital Partners and 32 Equity, EverPass serves as a premier media platform dedicated to commercial businesses, offering access to live events and performance marketing tools.

Position Summary

The Retention Manager is tasked with safeguarding and expanding EverPass's recurring customer base through the creation and implementation of proactive retention strategies. This role enhances customer loyalty by reinforcing relationships and optimizing the customer journey. Acting as the customer's advocate internally, the manager collaborates closely with various departments including Sales, Customer Support, Product, Operations, and Finance to identify at-risk accounts, solve issues, and secure long-term partnerships. This fast-paced and high-growth position is ideal for an analytical, customer-centric, and proactive individual who thrives on addressing complex challenges and driving company-wide impact.

Key Responsibilities

• Manage a portfolio of existing clients with a focus on minimizing churn and maximizing retention.
• Monitor customer health indicators and preemptively identify accounts at risk before renewal deadlines.
• Devise and implement retention strategies aimed at sustaining relationships and revenue streams.
• Lead renewal discussions and engage with Sales for commercial support when necessary.
• Cultivate trust-based relationships through continuous, proactive communication and engagement.
• Serve as the voice of the customer within the organization promoting improvements and resolutions.
• Collaborate with Customer Support, Product, Engineering, Sales, and Operations to address customer concerns and enhance overall experiences.
• Manage escalation and resolution of high-priority issues for key customers.
• Recommend process enhancements to improve customer satisfaction and reduce friction points.
• Track customer platform usage, adoption trends, and engagement metrics.
• Conduct regular customer check-ins and business reviews to maintain strong relationships.
• Educate customers on product features and best practices to drive adoption and optimize value.
• Manage the renewal calendar ensuring timely customer engagement and proactive planning.
• Develop early action plans to mitigate risks affecting contract renewals.
• Maintain precise renewal forecasts and update customer status regularly.
• Analyze customer feedback and retention data to discover areas for operational and retention improvements.
• Maintain detailed and accurate records in Salesforce and other internal tools.
• Report regularly to leadership on customer health, renewal progress, and emerging risks.
• Propose scalable solutions aimed at enhancing retention and operational efficiency.

Required Qualifications

• 3 to 5 years of experience in Customer Success, Retention, Account Management, or related customer-facing roles.
• Demonstrated experience managing customer renewals and retention programs.
• Strong communication and relationship-building skills.
• Effective problem-solving capabilities with a focus on customer satisfaction.
• Proven ability to influence cross-functional teams without formal authority.
• Excellent organizational skills capable of balancing multiple priorities.
• Familiarity with Salesforce or similar CRM platforms.
• Analytical skills for interpreting customer data and trends.

Preferred Qualifications

• Background in SaaS, subscription services, media, technology, or hospitality industries.
• Experience working with small and medium-sized business customers.
• Knowledge of customer health scoring, renewal forecasting, and lifecycle management.
• Skill in identifying operational improvements based on customer feedback.

Leadership Expectations

Though an individual contributor role, the candidate should demonstrate leadership through influence — helping shape retention strategy, optimizing internal workflows, advocating for customers, and forging strong interdepartmental collaborations. This position offers potential growth into leadership within the organization as EverPass expands.

Benefits and Perks

• Competitive salary package
• Comprehensive medical, dental, vision, life insurance, and short- and long-term disability plans
• Professional development opportunities
• Access to senior leadership and mentoring programs
• Employee recognition initiatives
• Paid parental leave
• Mental health and recharge days
• 401(k) matching
• Pre-tax transportation benefits
• Employee Assistance Program
• Both virtual and in-person social events, including team celebrations, cultural and diversity spotlights, and happy hours

Compensation

The expected salary range for this role is between $75,000 and $95,000 annually. Compensation offers will consider individual qualifications, skills, relevant experience, and internal pay alignment. Typically, hires will fall within the mid-range, with rare exceptions for candidates with exceptional expertise.

Diversity and Inclusion

EverPass is committed to equal employment opportunities and is an affirmative-action employer. The company prohibits discrimination based on race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected status according to applicable laws.