We are looking for an experienced Retention Manager to join our team and help us build our Retention department.
As the Head Of Retention, you will be responsible for ensuring high levels of customer satisfaction, driving continuous post-sales engagement, working with internal teams with a key focus on retention, minimizing churn and maximizing upsell rates that result in continuous renewal and upsell opportunities. The Retention team is responsible for building relationships and helping clients increase their workforce management through consultation, education, and support. Ideal candidates will have the ability to drive strategy coupled with a willingness to roll up their sleeves and execute the tactics.
Roles & Responsibilities
Managing daily, monthly and annual sales goals
Be the primary point of contact in driving and leading the Retention team
Take the customer through the client lifecycle to ensure ongoing success
Transform the way your clients invest in us and make decisions that contribute to their bottom line. Grow product adoption and use, educate the customer on the platform
Develop and manage trusted relationships with each customer and their decision makers
Perform customer onboarding and proactively alert customers of any impending issues
Gather valuable feedback from clients for continual product improvements
Work with internal teams to balance, meet and exceed customer expectations and perceptions
Drive for customer renewals and expansion and communicate any potential risks that may threaten it
Identify and develop new opportunities for expansion
Manage and optimize the customer life cycle
Regular reporting to executive leadership
Lead, build, mentor and train a high performing Retention team.
Requirements: 3+ years previous experience in Retention in a SaaS startup
Experience in leading teams
Significant sales abilities
Experienced in building hands-on methodologies
Strong attention to detail and excellent organizational skills
Strong team-working skills, ability to adapt to a fast-paced, international work environment with a passion for making an impact
Excellent communication and presentation skills Ability to work independently and within a team
Strong project management skills
Experience with companies that offer a combination of product and services advantage
Willing to work Monday-Friday.
This position is open to all candidates.
