Teams at Human Interest

Lead the Customer Retention team, managing hiring, onboarding, coaching, case assignments, retention performance, concessions, commissions, and operational playbooks. Partner cross-functionally to identify churn drivers and improve customer outcomes. Develop predictive and AI-assisted outreach programs, report forecasts and results to leadership, and personally handle sensitive retention conversations. The role requires strong knowledge of retirement plan administration, negotiation, data analysis, and team leadership in financial services, fintech, or B2B SaaS.

Leads and develops a high-volume Sales Activation Coordinator team responsible for client outreach, retirement-plan document collection, intake quality, controlled-group setup, and handoff to plan design. Manages SLAs, capacity, coverage, forecasting, escalations, and performance metrics while partnering with Sales and Quality Control. Drives process improvements, SOP development, workflow automation, and technology adoption to improve conversion velocity, data integrity, and customer experience.

Support new clients and white-label partners in setting up and launching 401(k) plans. Manage activation pipelines, timelines, onboarding workflows, monthly targets, objections, escalations, and cross-functional coordination. Educate customers on retirement plan options, maintain engagement, troubleshoot software issues, and identify process improvements while delivering a high-quality customer experience.