Retention Manager

EverPass is transforming the way sports and entertainment are delivered to commercial businesses. Our platform brings premium live sports, streaming technology, and innovative customer experiences to bars, restaurants, hotels, casinos, and other hospitality venues across the country. As we continue to grow, we're looking for talented people who are passionate about delivering exceptional customer experiences and helping shape the future of commercial streaming.

Position Summary

The Retention Manager is responsible for protecting and growing EverPass's recurring customer base by developing proactive retention strategies, strengthening customer relationships, and improving the overall customer experience. This role serves as the internal advocate for our customers, partnering closely with Sales, Customer Support, Product, Operations, and Finance to identify customer risks, resolve issues, and drive long-term customer loyalty. The ideal candidate is customer-focused, analytical, proactive, and thrives in a fast-paced, high-growth environment. This is an opportunity for someone who enjoys solving complex problems, influencing cross-functional teams, and making a measurable impact on customer retention and company growth.

What You'll Do

Customer Retention

• Own a portfolio of existing customer accounts with a focus on maximizing retention and minimizing churn.
• Monitor customer health and identify accounts at risk before renewal periods.
• Develop and execute retention plans to preserve customer relationships and recurring revenue.
• Lead renewal conversations and collaborate with Sales when commercial support is needed.
• Build trusted relationships with customers through proactive communication and ongoing engagement.

Customer Experience

• Serve as the voice of the customer across the organization.
• Partner with Customer Support, Product, Engineering, Sales, and Operations to resolve customer issues and improve the overall customer journey.
• Escalate and manage high-priority customer concerns through resolution.
• Recommend process improvements that create a better customer experience and reduce friction.

Customer Health & Engagement

• Monitor customer adoption, platform usage, and engagement trends.
• Conduct regular customer check-ins and business reviews.
• Educate customers on product capabilities, new features, and best practices to maximize value.
• Encourage increased product adoption through proactive outreach and customer education.

Renewal Strategy

• Manage the customer renewal calendar and ensure timely engagement.
• Build proactive renewal strategies well in advance of contract expiration.
• Identify potential obstacles early and develop action plans to improve renewal outcomes.
• Maintain accurate renewal forecasts and customer status updates.

Customer Insights & Reporting

• Analyze customer feedback, churn trends, and retention data to identify opportunities for improvement.
• Maintain accurate customer records within Salesforce and other internal systems.
• Provide regular updates to leadership on customer health, renewal status, and emerging risks.
• Recommend scalable solutions that improve customer retention and operational efficiency.

What We're Looking For

Required Qualifications

• 3–5 years of experience in Customer Success, Customer Retention, Account Management, Customer Experience, or a related customer-facing role.
• Experience managing customer renewals and retention initiatives.
• Strong relationship-building and communication skills.
• Excellent problem-solving abilities with a customer-first mindset.
• Ability to influence cross-functional teams without direct authority.
• Strong organizational skills with the ability to manage multiple priorities.
• Experience using Salesforce or other CRM platforms.
• Analytical mindset with the ability to interpret customer data and identify trends.

Preferred Qualifications

• Experience working in a SaaS, subscription, media, technology, or hospitality business.
• Experience supporting SMB customers.
• Familiarity with customer health scoring, renewal forecasting, and customer lifecycle management.
• Experience identifying operational improvements based on customer feedback.

Leadership Expectations

While this is an individual contributor role, we're looking for someone who leads through influence. You'll help shape EverPass's retention strategy, improve internal processes, champion the voice of the customer, and build strong partnerships across the organization. As EverPass continues to grow, this role has the opportunity to evolve into a leadership position.

Why Join EverPass?

• Help shape one of the fastest-growing companies in sports and streaming technology.
• Make a direct impact on customer retention and long-term company growth.
• Collaborate with talented, passionate teams across the business.
• High visibility with leadership and opportunities to influence company strategy.
• A fast-paced, entrepreneurial culture where your ideas matter.
• Meaningful opportunities for professional growth and career advancement.

If you're passionate about building lasting customer relationships, solving problems, and helping customers succeed, we'd love to hear from you.

Expected Compensation: The anticipated range for a new hire into this position is $75k - $95k. In compliance with local law, the range above reflects the current hiring range for this position. EverPass takes into consideration the qualifications, skills, and experience of the candidate, expected quality and quantity of work, and internal pay alignment when determining the salary level for potential new employees. EverPass expects to hire for this position at the mid-range salary, with the possibility of considering a higher salary only in rare cases when EverPass determines an external candidate possesses exceptional qualifications significantly exceeding the job requirements. 

About Us: 
EverPass Media is a comprehensive media platform dedicated to commercial businesses, that aggregates, distributes and enables streaming of live sports and entertainment content, and offers a wide array of consumer engagement and performance marketing tools for bars, restaurants, hotels and other commercial venues. Launched initially as the exclusive distributor of NFL Sunday Ticket to commercial establishments in the United States, EverPass partners with rightsholders, distribution partners and business owners to unlock greater access to premium live events and drive business growth. EverPass was founded in 2023 in partnership with RedBird Capital Partners and 32 Equity, the strategic investment arm of the National Football League. TKO Group Holdings, parent company of UFC and WWE, joined as an investor in 2024. 
  
Benefits and Perks:  
•    Competitive Compensation  
•    Medical, dental, vision, life, and long-term and short-term disability insurance 
•    Professional Development Programs 
•    Access to senior management and mentoring opportunities 
•    Employee Recognition Program 
•    Paid Parental Leave 
•    Mental Health and Recharge Days  
•    401k Match 
•    Pre-tax Transportation 
•    Employee Assistance Program 
•    In-person and Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours 
  
This is a chance for you to join a challenging and inspiring environment where you will have the possibility to make a daily impact. Every day you will work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. Together we create an innovative environment that drives EverPass forward. If you are the right person for the role you will be part of a fantastic journey in a dynamic, high-growth business. We look forward to your application. 

EverPass is an equal opportunity workplace and an affirmative-action employer. We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work.