Retention Strategy Manager

Responsibilities

• Lead and mentor a team of Retention Specialists.
• Design a holistic retention framework that eliminates silos between pre-install and post-install phases, ensuring a seamless customer journey from sale through long‑term loyalty.
• Own the critical post‑sale, pre‑install experience to reduce pipeline slippage and buyer’s remorse.
• Build and optimize proactive workflows, “save” campaigns, and win‑back initiatives across the entire customer lifecycle.
• Implement AI‑driven tools and automation to streamline reporting and customer engagement.
• Utilize predictive analytics and behavioral data to identify at‑risk accounts.
• Analyze churn trends and KPIs to develop automated yet high‑touch retention playbooks that increase LTV.
• Partner with Sales, Marketing, Operations, and support to create a “single source of truth” for customer health.
• Serve as the voice of the customer to leadership, identifying recurring pain points for process improvement.
• Support escalated customer conversations with empathy and professional problem‑solving.
• Manage loyalty incentives and promotional offers, balancing business impact with a superior customer experience.

• 5+ years of experience in Customer Service, Customer Success, Account Management, Marketing, Retention, or related fields
• 2+ years of leadership or team management experience
• Experience building and utilizing AI‑driven tools, automation platforms, and CRM systems – such as Zoho, Hub Spot, Salesforce, etc. – to scale customer engagement.
• Experience managing cross‑functional customer lifecycle transitions, such as bridging the gap between Sales, Install, and Support teams.
• Strong communication, relationship‑building, and conflict resolution skills
• Ability to manage escalated customer situations with empathy, professionalism, and composure
• Strong analytical thinking and problem‑solving abilities with the ability to translate churn data into proactive “save” strategies.
• Ability to work cross‑functionally in fast‑paced and evolving environments
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Ability to translate complex technical or billing information into clear, customer‑friendly communication