Customer Retention Manager

Job Summary

To enhance customer relationships and drive sustainable business growth, the full-time remote Customer Retention Manager will own the retention strategy, manage refund requests, and collaborate with cross-functional teams to improve customer satisfaction and loyalty.

Key responsibilities

• Own the customer retention process, maximizing retained revenue while managing refund requests
• Negotiate alternatives to refunds and recover overdue installment payments through proactive customer engagement
• Analyze root causes of refund requests and payment failures, providing actionable insights to improve retention strategies

Required qualifications

• 3+ years of experience in Sales Retention, Customer Retention, or Customer Success in a senior or lead role
• Proven experience managing refund requests, payment recovery, and billing issues
• Strong negotiation skills with a track record of reducing refunds and recovering revenue
• Data-driven mindset with the ability to analyze retention metrics for improvement opportunities
• Experience collaborating with cross-functional teams, including Sales, Billing, and Customer Success