Manager, Customer Retention - Remote

Overview

Salsify is seeking an experienced Manager, Customer Retention to lead a team of Customer Success Managers and Renewal Managers, ensuring customers optimize their adoption and value realization of the platform.

In Short

• Oversee and expand Customer Success strategy for mid-market business.
• Implement a data-driven accountability model for CSMs.
• Understand challenges and needs of mid-market accounts.
• Manage day-to-day operations and performance metrics.
• Coach direct reports on success plans and product adoption strategies.
• Identify and execute churn risk mitigation strategies.
• Forecast churn risk quarterly.
• Guide direct reports in renewal strategies to retain customers.
• Create an inclusive culture within the team.
• Act as an advocate for customers.

Requirements

• 5+ years leading a Customer Success team in a SaaS company.
• 5+ years in a commercial capacity (account management, renewals, sales).
• Strong desire to support and coach direct reports.
• Experience in hiring, training, and performance management.
• Customer-centric mindset.
• Impeccable organizational and time management skills.
• Passion for cross-functional collaboration.

Benefits

• Competitive salary based on market rates.
• Performance-based pay adjustments.
• Equity in the form of stock options.
• Health and medical benefits.
• PTO and other rewards.