Senior Manager - Customer Retention and Operations

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