Customer Success Manager - Growth and Retention
Core
Reduce churn and protect recurring revenue through early risk detection, cross-functional mitigation, and scalable retention programs.
Role type
Senior Customer Success Manager (Growth and Retention)
Builds
Customer retention strategies, risk playbooks, and commercial mitigation plans
Domain
SaaS / Cybersecurity
Required skills
churn risk identification, cross-functional orchestration, renewal objection handling, commercial negotiation, data analysis, stakeholder influence
Preferred skills
competitive intelligence, pricing strategy, program management, SaaS economics (GRR/NRR)
Technologies
Salesforce, Gainsight, Tableau, Power BI, Looker
Responsibilities
Maintain customer risk scoring frameworks, lead renewal risk reviews, design commercial offers, launch proactive retention programs, deliver churn insights and dashboards, standardize risk processes
Seniority
Senior, hands-on IC