Customer Success Manager, Early-Stage Retention - ENF

We are seeking an experienced Customer Success Manager to lead proactive early-stage retention efforts across our customer base. This role focuses on identifying customer risk early, engaging accounts proactively, and driving stabilization before issues progress into churn or significant revenue decline.

Success is measured by the ability to preserve customer relationships, reduce preventable churn, recover declining accounts, and drive engagement before issues become escalated. This role requires strong customer management experience, operational follow-through, and the ability to navigate complex client situations across Sales, Billing, Product, Support, and Leadership teams.

• →Own proactive retention outreach for customers showing signs of declining usage, reduced engagement, billing concerns, or churn risk
• →Manage a dedicated book of accounts, serving as the primary point of contact for ongoing relationship management and retention efforts
• →Lead customer conversations focused on stabilization, adoption improvement, operational friction, training gaps, and relationship recovery
• →Develop and execute account-level retention action plans and coordinate cross-functional resolution paths
• →Monitor Power BI retention and revenue movement reporting on a recurring basis
• →Document customer risks, engagement efforts, and outcomes within HubSpot
• →Identify recurring churn drivers and provide actionable feedback to leadership on trends and operational gaps
• →Support the development and scaling of retention workflows, playbooks, and operational processes
• →Manage retention-focused contract discussions, including drafting non-commissionable contract updates and stabilization agreements

• Reduction in preventable churn and accounts entering formal cancellation
• Revenue retained and accounts stabilized through proactive engagement
• Speed-to-engagement on identified risks and re-engagement outcomes

• 5+ years of Customer Success, Account Management, or Retention experience
• Proven experience managing complex, escalated customer relationships