Customer Success Manager - Growth and Retention
Core
Reducing churn, improving customer health, and protecting recurring revenue through early risk detection, cross-functional mitigation, and scalable retention programs.
Role type
Senior Customer Success Manager (Growth and Retention)
Builds
Account-level mitigation plans, proactive churn-prevention programs, and risk playbooks.
Domain
SaaS / Enterprise Data Security
Required skills
Churn risk identification, cross-functional orchestration, renewal objection handling, commercial risk management, data analysis, stakeholder influence, process improvement, enablement, CRM/CS platform management, reporting
Preferred skills
Competitive intelligence, pricing strategy, war room management, program management, SaaS economics (GRR, NRR, unit economics)
Technologies
Salesforce, Gainsight, Tableau, Power BI, Looker
Responsibilities
Maintain customer risk scoring frameworks and identify early risk indicators; lead weekly renewal risk reviews and build account-level mitigation plans; serve as subject-matter expert for renewal objections and downsell risks; launch proactive churn-prevention programs; deliver monthly churn insights and cohort analyses; improve CRM workflows and standardize risk identification processes.
Seniority
Senior, hands-on IC