Customer Relationship Manager

CUSTOMER RETENTION MANAGER
Proctur | Eduspace Technologies Pvt. Ltd.
Noida | Full-Time | 3-6 Years Experience

Key Responsibilities

• Manage relationships with a portfolio of existing Proctur customers.
• Drive timely subscription renewals and maintain a healthy renewal pipeline.
• Build strong relationships with decision-makers at schools, colleges and coaching institutes.
• Proactively identify customers who may be at risk of non-renewal or churn.
• Understand customer concerns and coordinate with Support, Implementation, Product, Sales and other teams for resolution.
• Conduct regular customer follow-ups, reviews and renewal discussions.
• Handle renewal objections and commercial discussions professionally.
• Identify relevant upselling and cross-selling opportunities within existing accounts.
• Maintain accurate customer, renewal and follow-up information in the CRM.
• Capture customer feedback and communicate recurring issues and opportunities to internal teams.

What We Are Looking For

• 3-6 years of experience in Customer Retention, Customer Success, Account Management, Relationship Management or Renewals.
• Experience in B2B SaaS, EdTech, ERP, LMS or another subscription-based business is preferred.
• Strong customer relationship and communication skills.
• Experience handling renewals, customer objections and retention situations.
• Good negotiation and problem-solving skills.
• Strong follow-up, ownership and execution discipline.
• Comfortable working with CRM systems and Excel/Google Sheets.
• Fluent professional communication in English and Hindi.

Good to Have

• Experience working with schools, colleges, coaching institutes or other education-sector customers.
• Experience dealing with senior decision-makers such as Directors, Principals, Owners or Administrators.
• Experience with upselling/cross-selling SaaS products.
• Understanding of customer health, churn and renewal metrics.

Success in This Role

Success will be measured through customer retention, renewal performance, reduction in churn, quality of customer engagement, renewal revenue and expansion opportunities from existing customers.

Education: Bachelors degree in technical qualifications such as BCA, B.Sc. (IT/Computer Science), B.Tech/B.E. or equivalent preferred.