Retention Manager

Overview

Retention Manager focused on reducing customer churn and protecting recurring revenue through early risk detection, coordinated mitigation, and scalable retention programs.

What you'll do

• Develop and maintain a standardized customer risk scoring framework using health and competitive signals.
• Run weekly renewal risk reviews/war rooms with Renewals, CSMs/CEMs, and Sales to align mitigation actions.
• Create account-level mitigation plans covering adoption interventions, executive alignment, value reinforcement, and commercial flexibility.
• Serve as a subject-matter expert for renewal objection handling, including downsell and downgrade risks.
• Launch and manage proactive churn-prevention programs and maintain risk playbooks for consistent execution.
• Deliver monthly churn insights and dashboards (root causes, save rates, objection trends, program impact).
• Improve CRM/CS tool workflows and standardize processes for churn risk identification and mitigation SLAs.

What you'll need

• 8+ years in Renewals, Customer Success, Account Management, or Customer Operations (SaaS preferred).
• Experience handling pricing, TCO, ROI, and competitive objections.
• Ability to influence cross-functional teams and lead risk discussions with executive stakeholders.
• Experience with Salesforce and Gainsight/CS platforms.
• Experience with BI tools such as Tableau, Power BI, or Looker.
• Strong communication, negotiation, and conflict-resolution skills.

Details

• Location: Bangalore, India.