Job Title

Metaguest Customer Retention ManagerLocation: On-site (GTA)Type: Full-timeBase Salary: $55,000$75,000 CADAbout the RoleMetaguest's Customer Success Team is hiring a Customer Retention Manager to support our growing subscription base by reducing churn, recovering failed payments, and ensuring financial continuity across hundreds of live customer accounts. This role blends customer care, revenue operations, and collections - ideal for someone comfortable handling sensitive conversations with empathy, precision, and professionalism.As part of Metaguests Customer Success Team, youll manage account retention, billing issues, and failed payment recovery using our internal tools and integrations. Youll be the go-to problem solver when clients face renewal questions, billing disputes, or overdue balances. Youll also collaborate closely with our Sales and Accounting teams to ensure a smooth customer lifecycle and predictable revenue.This is a mission-critical role for Metaguests subscription growth engine and a unique opportunity for someone who thrives at the intersection of service and structure.What Youll Be DoingRespond to inbound cancellation requests and execute proven save/retention playbooks.Track and recover failed or past-due payments using Stripe, CRM workflows, and automated tools.Proactively monitor subscription health and communicate with customers about upcoming renewals, expirations, or billing risks.Work cross-functionally with Sales, Customer Success, and Accounting teams to resolve disputes, escalate edge cases, and protect revenue.Document all outreach, feedback, and resolutions with attention to detail.Contribute to internal process improvements to make subscription management more efficient at scale.What Were Looking For13+ years of experience in customer service, billing operations, account retention, or SaaS subscription management.Familiarity with Stripe, recurring billing systems, or financial software.Confident and empathetic communicator. You're able to handle sensitive conversations professionally.Organized, thorough, and comfortable working in ticketing or CRM environments.A problem-solver who enjoys balancing customer care with operational structure.Bonus: Exposure to SMB SaaS, hospitality, or e-commerce billing environments.Compensation & Growth PathBase Salary: $55,000$75,000 CAD (based on experience) + BenefitsGrowth: Opportunities to advance into Customer Success leadership roles, RevOPS or Billing Strategy roles.Why Join Metaguest?Metaguest (CSE: $METG) is a venture-backed, public company delivering AI-powered concierge and commerce experiences to hotels, resorts, and vacation properties. Our product connects local businesses to guests at scale and were growing fast. As a public company, we combine the pace of a high-growth environment with the infrastructure of a mature operation.We offer:A clear path to earnings growth and career advancementA high-output team culture that values ownership and consistencyAccess to fast decision-making, modern tooling, and meaningful sales supportThe opportunity to help shape the future of hospitality and local commerceIf youre a high-performing professional looking for consistency, autonomy, and a product with proven value wed love to meet you.Additional DetailsThis is an on-site role based in the GTA (Greater Toronto Area)Applicants must be legally entitled to work in CanadaWe are not currently accepting international or remote applicants