Customer Retention Team Lead - Remote

Overview

As a Customer Retention Team Lead, you will play a key role in enhancing customer experiences and driving customer success in a fully remote environment.

In Short

• Lead and mentor a team of account managers and retention agents.
• Conduct regular check-ins with key clients to assess satisfaction.
• Monitor and analyze Net Promoter Score (NPS) survey results.
• Collaborate with marketing and customer teams for seamless experiences.
• Utilize customer health scoring models to assess engagement.
• Analyze customer usage patterns and churn data.
• Maintain performance dashboards for the customer success team.
• Participate in in-person marketing and sales events.
• Provide insights based on data analysis to inform strategies.
• Ensure effective remote work collaboration across regions.

Requirements

• Minimum of 2 years' experience in customer success/retention management.
• Proven track record in proactive customer engagement.
• Experience in a B2B SaaS environment.
• Strong analytical and problem-solving skills.
• Proficiency in CRM systems.
• Outstanding English communication skills.
• Ability to interpret customer data and trends.
• Strong interpersonal skills to build customer relationships.
• Ability to write SQL queries for data analysis.

Benefits

• Competitive salary.
• Fully remote work environment.
• 20 working days of paid annual leave.
• Medical aid benefits available post-probation.
• Access to free unlimited counseling and coaching.
• Supportive and interactive team.
• Opportunities for professional growth.