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Retention Manager Jobs in San Ramon, CA (NOW HIRING)

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Export & Transportation Manager

Brisbane, CA · On-site

Our high retention rate is influenced by a unique compensation program for positions that are more ... Manage exceptions, service recovery, capacity needs, and operational risks across assigned products.

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Retention Manager information

What does a retention manager do?

A Retention Manager is responsible for developing strategies to improve customer loyalty and reduce churn. They analyze customer data, create engagement initiatives, and collaborate with marketing and customer service teams to enhance the overall customer experience. Their goal is to build long-term relationships with customers, ensuring satisfaction and repeat business.

What are the common challenges faced by a retention manager, and how can they be addressed?

Retention Managers often face the challenge of identifying early signs of customer dissatisfaction and developing tailored strategies to improve engagement and loyalty. Balancing personalized outreach with scalable processes, analyzing large volumes of customer data, and collaborating across departments are typical hurdles in this role. Success often requires staying updated with industry trends, fostering strong communication channels with both customers and internal teams, and continuously testing and refining retention initiatives. By proactively addressing these challenges, Retention Managers play a crucial role in minimizing churn and supporting long-term business success.

What are the key skills and qualifications needed to thrive in the retention manager position, and why are they important?

To thrive as a Retention Manager, you need expertise in customer relationship management, data analysis, and strategy development, often supported by a degree in business, marketing, or a related field. Familiarity with CRM software, marketing automation tools, and data analytics platforms is commonly required. Exceptional communication, problem-solving abilities, and a customer-centric mindset are standout soft skills for this position. These combined competencies ensure effective design and execution of retention strategies, driving sustained customer loyalty and business growth.

What is the role of a retention manager?

A retention manager is responsible for developing strategies to improve customer loyalty and reduce churn. They analyze customer data, create engagement campaigns, and collaborate with sales and marketing teams to retain existing clients. Strong communication skills and familiarity with CRM tools are often essential for this role.

What are popular job titles related to Retention Manager jobs in San Ramon, CA?

For Retention Manager jobs in San Ramon, CA, the most frequently searched job titles are:

What job categories do people searching Retention Manager jobs in San Ramon, CA look for?

The top searched job categories for Retention Manager jobs in San Ramon, CA are:

What cities near San Ramon, CA are hiring for Retention Manager jobs?

Cities near San Ramon, CA with the most Retention Manager job openings:

Retention Manager jobs near you
Infographic showing various Retention Manager job openings in San Ramon, CA as of August 2026, with employment types broken down into 1% As Needed, 81% Full Time, 17% Part Time, and 1% Contract. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution.

Customer Retention Manager

Rubrik Job Board

Palo Alto, CA • On-site

Full-time

Posted 6 days ago

Job description

About the role
The Customer Retention Manager is responsible for reducing churn, improving customer health, and protecting recurring revenue through early risk detection, cross-functional mitigation, and scalable retention programs. The role partners closely with Renewals, Customer Success, Customer Engagement, Competitive Intelligence, and Pricing & Packaging to orchestrate coordinated customer-save strategies.
This role also provides renewal objection handling expertise, enabling teams to navigate downsells, downgrades, competitive threats, pricing pushback, TCO/ROI concerns, and budget constraints. The ideal candidate excels at influencing cross-functional teams, handling commercial risk, and translating customer insights into save actions.
What you'll do
1. Churn Risk Identification & Health Intelligence
  • Maintain a standardized customer risk scoring framework leveraging health signals, product usage, support patterns, sentiment, and competitive exposure.
  • Identify early risk indicators (e.g., discount cliffs, adoption gaps, under-deployed licenses, sponsor turnover).
  • Partner with Renewal Ops, Data team to automate risk workflows in Salesforce
  • Collaborate with Competitive Intelligence to map competitive displacement trends and update counter strategies.

2. Cross-Functional Risk Orchestration (Renewals, CS, CI, Pricing)
  • Lead weekly renewal risk reviews/war rooms with Renewals, CSMs/CEMs, and Sales to align on mitigation actions.
  • Build account-level mitigation plans that include adoption interventions, executive alignment, value reinforcement, and commercial flexibility.
  • Partner with Pricing & Packaging and Deal Desk to design controlled commercial offers (e.g., term/ramp, New Product Introductions, New SKU Impact, Product Bundling etc).
  • Escalate systemic product, billing, or support issues and track resolution.

3. Renewal Objection Handling
  • Serve as the subject-matter expert for Renewals by providing guidance, playbooks, and strategic support to overcome critical renewal objections.
  • Diagnose downsell and downgrade risks, recommend right-sizing strategies, and deliver value-based narratives to reinforce ROI and prevent unnecessary revenue loss.
  • Partner with Competitive Intelligence to address competitive pricing challenges, coach teams on TCO and switching-cost comparisons, and collaborate with Pricing on controlled incentive structures.
  • Provide Renewals reps with ROI models, justification materials, payment-flexibility options, pricing guardrails, and negotiation strategies to resolve budget and pricing objections while protecting retention revenue.

4. Preemptive Retention Programs
  • Launch and manage proactive churn-prevention programs, such as:
    • Early renewal health checks
    • Competitive threat campaigns
    • Discount cliff mitigation
  • Develop and maintain risk playbooks for teams to execute consistently.
  • Partner with Enablement to deliver training on objection handling and retention strategies.
5. Insights, Reporting & Executive Readouts
  • Deliver monthly churn insights including root causes, save rates, objection trends, and program impact.
  • Own cohort analyses, risk heatmaps, and retention dashboards.
  • Provide actionable recommendations to Product, Pricing, Support, and Leadership teams.
  • Support Renewal forecast accuracy through risk scoring and save probability modeling.
6. Process, Tooling & Enablement
  • Improve CRM/CS tool workflows to enhance visibility into churn risk and save motions.
  • Standardize processes for risk identification, objection handling, escalations, and mitigation SLAs.
  • Build and maintain a knowledge base of objection-handling scripts, competitive counters, and case studies.
  • Deliver enablement sessions to strengthen Renewals capabilities in handling commercial objections.

Experience you'll need
  • 8+ years in Renewals, Customer Success, Account Management, or Customer Operations (SaaS preferred).
  • Strong analytical and commercial acumen with experience handling pricing, TCO, ROI, and competitive objections.
  • Ability to influence cross-functional teams and lead risk discussions with executive stakeholders.
  • Experience with Salesforce, Gainsight/CS platforms, and BI tools like Tableau, Power BI, or Looker.
  • Strong communication, negotiation, and conflict-resolution skills.
Preferred Qualifications
  • Experience in competitive intelligence, pricing strategy, or deal desk functions.
  • Experience running war rooms or escalation workflows.
  • Background in program management or enablement.
  • Strong understanding of SaaS economics: GRR, NRR, churn, discount impact, unit economics.
Key Metrics (KPIs)
  • Gross Renewal Rate(GRR)
  • Net Renewal Rate (NRR)
  • Revenue and logo churn rates
  • Save rate on at-risk renewals
  • Early risk detection rate
  • Renewal forecast accuracy
  • Adoption/health score improvement
  • Discount hygiene and cost-to-save efficiency
  • Time-to-mitigation for escalated risks

#LI-PM2
The minimum and maximum base salaries for this role are posted below; additionally, the role is eligible for bonus potential, equity and benefits. The range displayed reflects the minimum and maximum target for new hire salaries for the role based on U.S. location. Within the range, the salary offered will be determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
US Pay Range
$172,600-$258,800 USD
Join Us in Securing and Accelerating the World's AI Transformation
Rubrik (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Rubrik Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes.
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Inclusion @ Rubrik
At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world's data.
Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.
Our inclusion strategy focuses on three core areas of our business and culture:
  • Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.
  • Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.
  • Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.
Equal Opportunity Employer/Veterans/Disabled
Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at hr@rubrik.com if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
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