Job Title: Retention Manager
Location: Nagpur
Department: Customer Success & Retention
Experience: 1-3 Years
Industry: SaaS | Restaurant Technology | Hospitality Tech | B2B Software
Ciferon is one of India's fastest-growing Restaurant Management Software platforms, helping restaurants streamline operations through POS, Inventory Management, CRM, Loyalty, Online Ordering, Kitchen Management, Analytics, and Business Automation. We are on a mission to help restaurants grow with technology.
Role Overview
As a Retention Manager, you will be responsible for reducing customer churn, improving customer satisfaction, driving renewals, and maximizing customer lifetime value. You will proactively engage with restaurant owners, understand their business challenges, ensure product adoption, and build long-term relationships that contribute to customer success and revenue growth. Customer retention, adoption and renewals are core success metrics for this role.
Key Responsibilities
Customer Retention
* Own customer renewal and retention targets.
* Identify customers at risk of churn and implement recovery plans.
* Conduct proactive health checks with assigned customers.
* Build long-term relationships with restaurant owners and key stakeholders.
Churn Management
* Analyze reasons for customer cancellations.
* Create action plans to reduce churn.
* Coordinate with Product, Support, Sales, and Training teams to resolve issues.
* Maintain churn reports and recommend improvements.
Renewals & Revenue Growth
* Drive timely contract renewals.
* Identify upsell and cross-sell opportunities.
* Work closely with the Sales team for expansion opportunities.
* Improve Annual Recurring Revenue (ARR) through renewals.
Customer Feedback
* Collect Voice of Customer (VOC).
* Share actionable product feedback with the Product team.
* Improve customer experience through continuous engagement.
Reporting & Analytics
* Track customer health scores.
* Monitor retention metrics and customer engagement.
* Prepare weekly and monthly retention dashboards.
* Present insights and recommendations to leadership.
Key Performance Indicators (KPIs)
* Gross Revenue Retention (GRR)
* Customer Renewal Rate
* Churn Rate
* Customer Health Score
* Customer Satisfaction (CSAT)
* Upsell Revenue
* Average Response & Resolution Time
* Monthly Active Customers
Required Skills
* Excellent communication and relationship management skills
* Strong negotiation and objection-handling abilities
* Analytical and data-driven decision-making
* Customer-first mindset
* Problem-solving and conflict resolution
* Ability to manage multiple customer accounts
* Knowledge of CRM tools
* Strong presentation skills
* Cross-functional collaboration
Preferred Qualifications
* Bachelor's degree.
* 1–3 years of experience in Customer Success, Account Management, or Customer Retention.
* Experience in SaaS, Restaurant POS, Hospitality Tech, or B2B Software is highly preferred
* Understanding of restaurant operations is an added advantage.
Why Join Ciferon?
* Work with one of India's fastest-growing restaurant technology companies.
* Make a direct impact on customer success and business growth.
* Collaborate with Product, Sales, and Leadership teams.
* High-growth environment with opportunities for caree
Pay: ₹200,000.00 - ₹500,000.00 per year
Work Location: In person
