Customer Retention Manager

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. The role partners closely with Renewals, Customer Success, Customer Engagement, Competitive Intelligence, and Pricing & Packaging to orchestrate coordinated customer‑save strategies.

This role also provides renewal objection handling expertise , enabling teams to navigate downsells, downgrades, competitive threats, pricing pushback, TCO/ROI concerns, and budget constraints. The ideal candidate excels at influencing cross‑functional teams, handling commercial risk, and translating customer insights into save actions.

Key Responsibilities

1. 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 (e.g., discount cliffs, adoption gaps, under-deployed licenses, sponsor turnover).

• Partner with Renewal Ops, Data team to automate risk workflows in Salesforce

• Collaborate with Competitive Intelligence to map competitive displacement trends and update counter strategies.

2. Cross‑Functional Risk Orchestration (Renewals, CS, CI, Pricing)

• Lead weekly renewal risk reviews/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 commerc

Department: Support