Customer Retention Manager

Job Summary

To support a growing customer base, the full-time Customer Retention Manager will engage proactively with accounts to drive optimization and manage cancellation requests, focusing on achieving a retention target of over 60% while working remotely.

Key responsibilities

• Manage a dual-track portfolio of accounts, focusing on both proactive optimization and reactive retention efforts
• Utilize data to create compelling narratives that address customer concerns and enhance retention
• Collaborate with cross-functional teams to refine health metrics and influence product development based on customer feedback

Required qualifications

• 2+ years of experience in Customer Success, Account Management, or Retention roles, preferably in a SaaS environment
• Proven track record of meeting retention and account health targets with specific metrics
• Experience managing high-volume call workflows with a focus on both outbound and inbound outreach
• Ability to interpret and communicate customer data and usage trends effectively
• Familiarity with Customer Success tools such as Salesforce and TalkDesk