Retention Manager - Remote

Overview

As a Retention Manager at Guesty, you will play a pivotal role in minimizing customer churn by proactively engaging with at-risk accounts and enhancing customer satisfaction.

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 risks and escalate complex cases to CSMs.
• Analyze churn patterns and collaborate on preventive strategies.
• Maintain expertise in premium features and competitive landscape.

Requirements

• Exceptional customer service skills.
• Proficiency with CRM systems (Salesforce preferred).
• Ability to identify escalation triggers.
• Strong organizational and multitasking abilities.
• Collaborative team player.

Benefits

• Remote work opportunity.
• Equal opportunity employer.