Retention Manager

About WELLNESS IQ, INC.

WellnessIQ was formed in 2007 to introduce a results-oriented approach to the management of employer sponsored wellness initiatives. The exponential growth of the company has identified WellnessIQ as a national leader in the wellness and benefits markets. An integrated portfolio of solutions includes a selection of nationally acclaimed wellness providers with the technology and account management needed to promote employee engagement and measurable results.

Here at WellnessIQ, we believe that our employees are our greatest asset. By taking care of this asset, we create an environment that is a healthy and happy place to support, in full support of supporting our clients in the same. Our team values the relationship with our clients and we’re here to help you.

WellnessIQ is looking for people with a passion for Wellness to join our team. Our goal is to marry this passion with a team of individuals who are also as excited as we are in supporting our client's initiatives to improve company-wide behavior change in physical and emotional health.

Position Summary

The Retention Manager is responsible for developing and executing strategies that increase client loyalty, reduce client turnover, and enhance overall client satisfaction. This role focuses on understanding client behavior, building relationships, identifying at-risk clients, and implementing targeted programs to drive long-term engagement and retention.

Key Responsibilities

• Develop and manage client retention strategies, programs, and campaigns to maximize client lifetime value.
• Analyze client data, feedback, and engagement metrics to identify trends, pain points, and opportunities for improvement.
• Collaborate with marketing, sales, and service teams to ensure consistent client experience and messaging.
• Create and monitor retention KPIs such as client turnover rate, renewal rate, client satisfaction (CSAT), and Net Promoter Score (NPS).
• Implement proactive retention initiatives including loyalty programs, targeted communications, and personalized outreach.
• Partner with client experience team to lead client renewal discussions including road mapping, strategy, and providing value to overall client connection
• Lead client win-back campaigns for lapsed or at-risk accounts.
• Partner with operations teams to improve processes or features that impact client satisfaction.
• Manage and mentor wellness strategy managers, ensuring effective execution of retention goals.
• Develop reporting and dashboards to track retention performance and present findings to leadership.
• Stay informed on industry trends and best practices in client engagement and retention.
• Travel to clients for onsite support.
  
  

Qualifications

• Bachelor’s degree in business administration, communications, marketing, or related field.
• 3–5 years of experience in client retention, client success, marketing, or related roles.
• Strong analytical skills with experience using CRM and analytics tools (e.g. Salesforce, HubSpot, etc.).
• Experience using Microsoft Word, Microsoft Excel spreadsheet, Microsoft Access, and Microsoft Power Point design software.
• Strong understanding of client lifecycle, conflict resolution and ability to manage difficult conversations and resolve escalations.
• Proven ability to develop and implement successful retention campaigns and programs.
• Experience managing projects across multiple departments and stakeholders.
  
  

Preferred Skills

• Salesforce experience preferred.
• Experience in subscription-based or service-oriented industries.
• Insurance brokerage experience specifically in employee benefits preferred.
• Health and Wellness experience preferred.
• Familiarity with lifecycle marketing and client journey mapping.
• Data-driven mindset with the ability to translate insights into actionable strategies.
• Strong understanding of digital communication channels (email, SMS, social media, in-app messaging).
  
  

Key Performance Indicators (KPIs)

• Client turnover rate
• Retention and renewal rates
• Client lifetime value (CLV)
• NPS and CSAT scores
• Re-engagement success for at-risk or inactive clients
  
  

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ability to sit at a computer for long periods of time and use a telephone frequently
• Standing, walking, talking, hearing, sitting, reaching
• Lifting up to 25 lbs. occasionally; lifting up to 10 lbs. regularly
  

Working Conditions

• Climate controlled open office environment
• Travel to client offices and work location
• More travel during periods of heavy activity such as renewal season
  

Compensation/Benefits

• Salary negotiable based on related experience
• Bonus eligible
• Hybrid role
• Cell phone stipend
• Generous PTO and Holiday policy including time off to volunteer, summer Fridays, and more
• Access to our portfolio of wellness platforms with rewards
• Medical
• Dental
• Vision
• 401k
• Company paid life insurance, STD, and LTD
  
  

NOTE: The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

The Pay Range For This Role Is

55,000 - 70,000 USD per year(Corporate Office)