greenhouse
Retention Manager
rubrik
Bengaluru, IND
Onsite
Discovered 2 weeks ago
Customer retentionRenewalsCustomer SuccessCustomer risk scoringChurn preventionRenewal objection handling
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Customer retentionRenewalsCustomer Success
Role Overview
The Customer Retention Manager reduces churn, improves customer health, and protects recurring revenue through early risk detection, cross-functional mitigation, and scalable retention programs.
The role partners with Renewals, Customer Success, Customer Engagement, Competitive Intelligence, and Pricing and Packaging teams.
Key Skills for This Role
Customer retentionRenewalsCustomer SuccessCustomer risk scoringChurn preventionRenewal objection handling
Full Job Posting
Role Overview
The Customer Retention Manager reduces churn, improves customer health, and protects recurring revenue through early risk detection, cross-functional mitigation, and scalable retention programs.
The role partners with Renewals, Customer Success, Customer Engagement, Competitive Intelligence, and Pricing and Packaging teams.
Churn Risk and Health Intelligence
- Maintain a standardized customer risk scoring framework using health signals, product usage, support patterns, sentiment, and competitive exposure.
- Identify early risk indicators, including discount cliffs, adoption gaps, under-deployed licenses, and sponsor turnover.
- Partner with Renewal Operations and the Data team to automate risk workflows in Salesforce.
- Collaborate with Competitive Intelligence to map competitive displacement trends and update counter strategies.
Cross-Functional Risk Orchestration
- Lead weekly renewal risk reviews and war rooms with Renewals, customer success, customer engagement, and Sales teams.
- Build account-level mitigation plans covering adoption interventions, executive alignment, value reinforcement, and commercial flexibility.
- Partner with Pricing and Packaging and Deal Desk to design controlled commercial offers.
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