Job description
The Role, Retention Manager
-this position is only open to applicants located in Canada
GoCanvas and SiteDocs work together as part of the Nemetschek Group to streamline construction and field operations. GoCanvas specializes in digital fieldworker collaboration and compliance, while SiteDocs, a GoCanvas solution, focuses on workplace safety management through mobile and web apps. Together, these platforms create a unified ecosystem that improves efficiency, safety, and collaboration across construction projects.
As a Retention Manager, you will be responsible for driving customer retention by ensuring customers are actively renewing across your book of business. You will collaborate cross-functionally to support contract fulfillment, renewals, and price increases. Your main goal will be to develop relationships, manage customer escalations, and implement proactive strategies to mitigate risk and maximize customer value through product usage and upselling new features. Retention Managers are measured on activity around Customer engagement and Net retention dollars of your book.
Your Most Important Initiatives:
Retention & Renewals
- Manage customer accounts, ensuring contract fulfillment and long-term success.
- Drive retention, overseeing renewals, and price adjustments.
- Quarterly Business Reviews, Strategic Reviews, and Product Innovation conversations
- Develop and execute strategic save plans to reduce churn and revenue loss.
- Consistently meet or exceed monthly revenue goals through retention and upsell activities
Customer Advocacy & Escalations
- Act as the customer champion, advocating for their needs internally and externally.
- Serve as the escalation point for customer issues, coordinating resolutions effectively.
- Collaborate with cross-functional teams to track, assess, and manage risk proactively.
Cross-Functional Collaboration
- Work closely with your internal teams (Customer Success, Professional Services, Billing, etc.) to ensure seamless execution.
- Meet regularly with leadership to provide projections on retention and upsell opportunities.
Tools & Systems
- Utilize Salesforce for CRM and account management.
- Monitor customer health via ChurnZero and implement retention strategies accordingly.
- Track and log communication using Salesloft/ Gong.
- Collaborate with support and billing teams via Zendesk / Intercom.
- Manage customer projects and communications through Rocketlane.
- Review billing data through Zuora / Recurly, Chargify (view-only).
- Utilize Device Magic Back End as needed.
- Other related programs to ensure customer satisfaction
What You Bring:
- 2+ years in customer success, account management, or a retention-focused role.
- Strong understanding of renewals, contract fulfillment, and revenue retention strategies.
- Excellent communication and problem-solving skills with a proactive approach to risk management.
- Experience working cross-functionally and managing escalations effectively.
- Proficiency with CRM tools like Salesforce and customer health tracking platforms.
Why Join Us?
- Be part of a mission-driven Retention Team dedicated to proactive customer success.
- Collaborate with a dynamic and supportive team focused on advocacy and execution.
- Opportunity to make a tangible impact on revenue growth and customer satisfaction.
Our success is rooted in a wonderfully wholesome culture, best defined by our four overarching values:
- Authentic Relationships - People are never a means to an end.
- Continuous Learning - Test every assumption and never stay stagnant.
- Interdependence - We build systems that require everyone to perform with excellence, we are a team, and we succeed or fail together.
- Data Driven Decisions - Because wisdom requires understanding the facts of the matter, disputes between competing perspectives are resolved with data.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. If you have any questions about your personal data privacy at SiteDocs, please visit our privacy page.
If you need special assistance or accommodation while seeking employment with us, please email [email protected] or call: (703) 547-8588. We are interested in every qualified candidate who is eligible to work in Canada. However, we are not able to sponsor visas.
We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off. The expected compensation range for this position is about $52k-63k CAD annually + commission. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location.
This role is a #LI-Remote opportunity.
