Customer Success Retention Manager

The Customer Success Retention Manager will lead the execution of scalable data-driven risk management & retention motion for mid-tier, SMB and long-tail customer segments. This role directly supports the team’s vision of building a scaled customer success engine, delivering seamless, digital-first, pooled and human assisted journeys, powered by an integrated global team, data-driven retention engagement that drive measurable customer and business outcomes.

Requirements

• Experience in Customer Success, Account Management, Renewals, or related post-sales roles such as Professional Services, Customer Support, or Managed Services.
• Experience scaling digital or pooled success models, ideally within global B2B SaaS organizations.
• Experience leading a team.
• Experience driving retention, product adoption, and expansion across high-volume customer segments.
• Experience leveraging automation, AI, and data insights to drive proactive customer engagement.
• Analytical experience with forecasting and revenue risk visibility.
• Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future.
• Bachelor’s degree or MBA in Business, Technology, or related discipline preferred.
• Certifications in Customer Success, Program Management (e.g., PMP), or enterprise platforms (e.g., Salesforce, etc.).
• Experience operationalizing predictive churn or early warning systems.
• Technical aptitude and experience working in teams focused on onboarding, implementation, adoption, support, or product integration.
• Experience building structured retention governance models and scalable engagement playbooks.
• Familiarity with customer success platforms and analytics tools (e.g., Gainsight).