Customer Retention Manager

Position Overview

The Retention Specialist will be responsible for managing the renewal and retention process for our small-revenue accounts, focusing on accounts with less than $10,000 in Annual Recurring Revenue (ARR) and limited growth potential. This role is critical in maintaining our customer base, mitigating churn risk, and ensuring consistent revenue preservation for our smallest customers.

Key Responsibilities

• Manage a portfolio of 350-400 small-revenue customer accounts
• Process and execute approximately 33 account renewals per month (11 accounts per week)
• Conduct proactive account reviews and renewal outreach
• Coordinate with CSMs to implement targeted retention strategies for at-risk accounts
• Develop and execute intervention plans for accounts showing signs of potential churn
• Perform regular health checks and risk assessments on the account portfolio
• Conduct deep-dive analyses to identify early warning signs of account disengagement
• Create and implement personalized retention communication strategies
• Prepare and generate renewal documentation and contracts
• Track and manage renewal timelines and success rates
• Maintain accurate and up-to-date customer account information in the CRM system
• Collaborate with Account Executives and Customer Success Managers to develop retention approaches
• Develop standardized renewal and retention communication templates
• Generate monthly and quarterly renewal and retention performance reports

Retention Focus Areas

• Proactively identify accounts at high risk of churn
• Develop targeted intervention strategies
• Conduct re-engagement campaigns for disengaged customers
• Analyze usage patterns and customer feedback to predict potential churn
• Create escalation protocols for at-risk accounts
• Document and share insights on common retention challenges

Required Qualifications

• Bachelor’s degree in Business Administration, Sales, or related field
• 2-3 years of experience in customer success, account management, or sales renewal roles with a focus on retention
• Proven track record of reducing customer churn
• Strong analytical and problem-solving skills
• Excellent communication and negotiation capabilities
• Proficiency in CRM software and Microsoft Office Suite
• Detail-oriented with strong organizational capabilities
• Ability to manage high-volume account renewals and retention efforts efficiently

Technical Skills

• Salesforce, HubSpot, or similar CRM platform experience
• Advanced spreadsheet and data analysis skills
• Customer health scoring and risk assessment tools
• Basic contract management capabilities

Performance Metrics

• Renewal rate targets for assigned account portfolio
• Churn reduction percentage
• Successful re-engagement of at-risk accounts
• Average time to complete renewal process
• Accuracy of account documentation and renewal processing

Compensation Structure

• Competitive base salary
• Performance bonuses tied to retention and renewal success