Reporting to: Director - Customer Operations
Role Overview:
We are looking for an experienced and strategic Senior Manager to lead our customer retention function. This role plays a critical part in driving customer satisfaction, long-term customer value, revenue retention, and business growth by delivering exceptional customer experiences in a fast-paced and dynamic environment.
The ideal candidate is a proactive leader with strong business acumen, operational excellence, and a customer-first mindset. This role requires not only reactive issue resolution but also a proactive approach to identifying customer risks, churn indicators, engagement gaps, and revenue-impacting trends to drive preventive retention strategies.
You will lead and mentor high-performing teams, collaborate with cross-functional stakeholders, and implement scalable retention initiatives that strengthen customer relationships and improve business outcomes.
Key Responsibilities
- Lead and manage a team focused on customer retention and renewals
- Proactively identify customer churn risks, engagement gaps, and revenue-impacting issues
- Drive customer satisfaction, retention, and renewal performance
- Handle customer escalations and ensure timely resolution
- Monitor team KPIs, productivity, and operational performance
- Collaborate with cross-functional teams including Sales, Support, Finance, Growth, Tech and Operations
- Conduct team reviews, coaching sessions, and performance management
- Prepare weekly/monthly reports, presentations, and business updates
- Drive process improvements and operational excellence
Requirements
- 7+ years of experience in Customer Retention, Customer Success, Renewals, or Sales
- Experience handling teams in a revenue-centric environment
- Strong ability to proactively identify customer risk indicators, churn patterns, revenue leakage opportunities and retention management
- Strong communication, presentation, and stakeholder management skills
- Excellent analytical and problem-solving skills with the ability to derive actionable insights from customer and business data
- Strong organizational and leadership skills
- Comfortable working in a fast-paced environment
Technical Skills:
Mandatory:
Experience working on Freshdesk
Hands-on experience with Ameyo
Strong working knowledge of Google Sheets and MS Excel
Good to Have:
Knowledge of Power BI and reporting dashboards
