Sr Manager - Retention (Blr / Ahd / Pune / Chennai)

Role Overview
We are looking for a strategic and customer-focused Retention to drive retention, engagement, and revenue growth across key B2B accounts. The role will own the overall retention strategy, strengthen relationships with strategic clients, and work closely with internal teams to improve customer experience and reduce churn.

Key Responsibilities

• Own the B2B customer retention strategy across key accounts, with a focus on reducing churn and improving customer lifetime value.
• Build strong relationships with CXO and senior stakeholders across strategic accounts and act as a trusted business partner.
• Identify early churn risks through customer data, account health metrics, feedback, and engagement trends, and drive timely interventions.
• Develop and execute account-specific retention and engagement plans for high-value customers.
• Identify opportunities for upsell, cross-sell, and wallet-share expansion within the existing customer base.
• Partner closely with Sales, Operations, Product, Finance, and Customer Experience teams to resolve customer issues and improve service delivery.
• Drive structured customer reviews, VOC initiatives, and retention programs to improve satisfaction and loyalty.
• Track key metrics including retention, churn, revenue at risk, NPS/CSAT, customer health, and expansion revenue.
• Build dashboards and actionable insights to identify trends, root causes, and opportunities for improvement.
• Lead and mentor the retention/account management team, setting clear goals and driving performance.

Key Requirements

• 7-10 years of experience in B2B account management, customer success, retention, or strategic sales.
• Strong experience managing large enterprise/B2B accounts and senior stakeholders.
• Demonstrated track record of improving retention, reducing churn, and growing existing accounts.
• Strong commercial acumen with the ability to translate customer insights into revenue outcomes.
• Excellent stakeholder management, communication, negotiation, and problem-solving skills.
• Strong analytical orientation with experience using data to drive customer and business decisions.
• Experience working in a fast-paced, cross-functional environment.