How you'll role

The Customer Retention Manager will play a key role in strengthening long-term customer relationships, focusing on clients who have been utilising services for over 12 months. This role is dedicated to reducing customer churn, driving ongoing engagement and product adoption, and implementing targeted, data-driven interventions to maintain high levels of satisfaction and loyalty.

What you'll do

• Own and manage a portfolio of customers

• Build and maintain strong relationships with key customer contacts

• Act as the primary contact for retention-related customer issues

• Identify, manage, and mitigate churn risks

• Engage with customers to reinstate product value and consistent usage

• Implement retention strategies such as training refreshers or offering discounts

• Monitor customer health and provide reports and insights on churn

• Maintain accurate notes and plans in HubSpot related to customer retention

• Be accountable for managing churn outcomes within the portfolio