Retention Manager - Remote

Overview

The Retention Manager at Guesty will focus on minimizing customer churn by engaging with at-risk accounts and enhancing customer satisfaction through proactive strategies.

In Short

• Monitor daily risk reports and contact at-risk accounts.
• Document customer feedback and update risk status.
• Develop re-engagement strategies for dormant accounts.
• Evaluate risk severity and escalate complex cases.
• Analyze churn patterns and collaborate on preventive strategies.
• Maintain expertise in premium features and competitive landscape.

Requirements

• Exceptional customer service skills and relationship building.
• Proficiency with CRM systems, preferably Salesforce.
• Ability to identify escalation triggers and mitigate risks.
• Strong organizational and multitasking abilities.
• Collaborative team player working cross-functionally.

Benefits

• Remote work opportunity.
• Equal opportunity employer.