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The Customer Retention Manager is responsible for reducing churn, improving customer health, and protecting recurring revenue through early risk detection, cross-functional mitigation, and scalable retention programs. This role partners closely with Renewals, Customer Success, Customer Engagement, Competitive Intelligence, and Pricing & Packaging to orchestrate coordinated customer-save strategies.
Key responsibilities include:
**Churn Risk Identification & Health Intelligence**: Maintain a standardized customer risk scoring framework leveraging health signals, product usage, support patterns, sentiment, and competitive exposure. Identify early risk indicators such as discount cliffs, adoption gaps, under-deployed licenses, and sponsor turnover. Partner with Renewal Ops and the Data team to automate risk workflows in Salesforce. Collaborate with Competitive Intelligence to map competitive displacement trends and update counter-strategies.
**Cross-Functional Risk Orchestration**: Lead weekly renewal risk reviews and war rooms with Renewals, CSMs/CEMs, and Sales to align on mitigation actions. Build account-level mitigation plans that include adoption interventions, executive alignment, value reinforcement, and commercial flexibility. Partner with Pricing & Packaging and Deal Desk to design controlled commercial offers such as term/ramp structures, New Product Introductions, and Product Bundling. Escalate systemic product, billing, or support issues and track resolution.
**Renewal Objection Handling**: Serve as the subject-matter expert for Renewals by providing guidance, playbooks, and strategic support to overcome critical renewal objections. Diagnose downsell and downgrade risks, recommend right-sizing strategies, and deliver value-based narratives to reinforce ROI and prevent unnecessary revenue loss. Partner with Competitive Intelligence to address competitive pricing challenges, coach teams on TCO and switching-cost comparisons, and collaborate with Pricing on controlled incentive structures.
The ideal candidate excels at influencing cross-functional teams, handling commercial risk, and translating customer insights into save actions.
