Pel Soft Labs - Customer Retention Manager

Key Responsibility Areas (KRAs):

- Develop and execute comprehensive customer retention strategies to significantly reduce churn rates and increase Customer Lifetime Value (CLTV) across our growing user base in India and internationally.

- Lead and grow the Retention department, including hiring, training, and mentoring a high-performing team to meet ambitious retention targets.

- Analyze customer data and churn patterns to identify at-risk accounts, understand root causes of attrition, and implement proactive retention initiatives.

- Establish and monitor key retention metrics (e.g., churn rate, retention rate, NPS) and provide regular performance reports to senior management.

- Act as a primary point of contact for at-risk high-value customers, demonstrating strong

communication and problem-solving skills to address concerns and restore satisfaction.

- Collaborate closely with Sales, Marketing, and Customer Success teams to ensure a seamless customer journey and alignment on retention goals.

- Identify opportunities for process improvement and implement best practices in customer service and retention, suitable for rapid scaling.

- Operate effectively within a lean, entrepreneurial environment, managing resources efficiently to achieve timelines and objectives.

Qualifications:

- Proven experience in Customer Service and Customer Retention roles.

- Strong analytical skills with a demonstrated ability to interpret data, identify trends, and make data-driven decisions.

- Excellent communication, negotiation, and interpersonal skills for effective customer interaction and internal collaboration.

- Exceptional problem-solving abilities and a proactive approach to overcoming challenges.

- Demonstrated ability to work effectively as an individual performer while also possessing significant team handling and leadership experience.

- Ability to thrive in a fast-paced, high-growth startup environment with limited resources and ambitious timelines.