Customer Account Manager - Retention and Renewals
Core
Proactively contact clients requesting to cancel, diagnose the real reason behind it, and find the right path to keep them or win back previously cancelled clients.
Role type
Customer Account Manager (Retention and Renewals)
Builds
Retention of existing SaaS subscription accounts and re-engagement of churned clients
Domain
LegalTech / Fintech / SaaS
Deliverable
client delivery
Required skills
retention strategy, winback campaign execution, commercial judgement, CRM proficiency, data analysis, empathetic communication, target management
Preferred skills
legaltech/fintech experience, Salesforce experience, winback campaign design
Responsibilities
Conduct retention conversations to diagnose cancellation drivers, execute structured outbound winback campaigns, assess account value to decide on retention vs. graceful exit, capture and analyze churn patterns for team insights
Seniority
Individual Contributor (IC), early to mid-career
