Customer Success Manager - Growth and Retention

About the role

The Customer Success Manager - Growth and Retention 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.

What you'll do

• 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

What you need

• Customer success
• CRM
• Salesforce
• Power BI
• Tableau
• Looker
• Any graduate