Customer Success & Retention Manager

Customer Success & Retention Manager sought for 9-month contract responsible for driving retention and customer growth across a global customer base, primarily consists of accountants, sole traders and small businesses.

Located in superb offices in central London, hybrid with 3 days a week in the office.

Responsibilities

• Drive and deliver net new retention programmes which leverage digital platform capabilities and human assisted interactions
• Develop programmes which deliver robust relationships with all customers, fostering trust and loyalty.
• Further embed their use of AI, data, and propensity models to develop proactive intervention capabilities that prevent customer churn
• Partner with Customer Experience Design to create the detailed design, playbook and implementation plan to enable execution of these strategic initiatives
• Programme manage the implementation of programmes working with global peers and stakeholders

Skills

• You have a minimum of 4 years experience and a track record of exceeding retention and revenue targets in the Customer Success space
• Strategic thinker with strong business acumen
• Data driven – able to quantify ROI, articulate impact and identify focus areas for continuous improvement
• Confident communicator – you will have excellent written and verbal communication skills

Benefits

• Long contract
• Hybrid
• Free breakfast on site

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