Customer Retention Manager
Core
Proactive human outreach and health monitoring for a high-volume portfolio of customer accounts to protect and grow revenue, turning renewal conversations into natural next steps.
Role type
Senior Customer Retention Manager
Builds
Scalable retention workflows, engagement models, and renewal pipelines for a cloud application platform.
Domain
SaaS / Cloud Infrastructure
Required skills
Commercial negotiation, CRM management (Salesforce), customer health scoring, lifecycle automation design, risk identification, upsell/cross-sell identification, stakeholder collaboration
Preferred skills
AI/automation enablement, process improvement, multi-year contract management
Responsibilities
Manage rolling renewal pipeline and initiate conversations ahead of contract expiration; Build and improve scalable retention workflows using Salesforce; Conduct proactive human outreach to smaller and long-tail accounts; Design customer lifecycle journeys and engagement triggers; Identify at-risk accounts using health scoring frameworks and execute save strategies; Support implementation of automated outreach and renewal risk workflows; Negotiate pricing, contract terms, and multi-year agreements; Partner with CSMs and Account Executives to identify and close upsell/cross-sell opportunities.
Seniority
Senior, hands-on IC
