Customer Support & Retention Manager

Benchmark Interactive Services and Management LLP

3-5 Years

₹ 3 - 6 LPA

Pune

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Posted a month ago
Over 50 applicants have applied

Job Description

Job Location: Pune, Maharashtra

Work Mode: Work From Office (WFO)

Experience: 3–5 Years

Employment Type: Full-Time

Job Description

We are looking for a Customer Support & Retention Manager who can drive customer satisfaction, strengthen client relationships, and improve revenue retention. The ideal candidate will combine customer success expertise, data-driven insights, and strong stakeholder management skills to ensure long-term customer value.

Key Responsibilities

Analyze customer data in HubSpot to identify trends, customer needs, and opportunities for improving satisfaction and retention.
Ensure all customer interactions across support channels are accurately recorded, tracked, and tagged in HubSpot.
Prepare monthly CSAT (Customer Satisfaction) and Voice of Customer (VoC) reports, highlighting trends, insights, and improvement opportunities.
Identify at-risk accounts proactively and implement strategies to improve customer satisfaction and prevent churn.
Collect and communicate customer feedback to product and internal teams to support continuous product improvement.
Manage the complete renewal lifecycle, including demonstrating customer ROI, negotiating terms, and closing renewals.
Build strong customer relationships and turn satisfied clients into brand advocates.
Work toward achieving 100% Net Revenue Retention (NRR) through proactive customer success and retention initiatives.

Required Skills & Qualifications

3–5 years of experience in Customer Success, Customer Support, Account Management, or Retention roles.
Hands-on experience with HubSpot or similar CRM tools.
Strong analytical and data-driven problem-solving skills.
Proven experience in customer retention, renewals, and revenue management.
Excellent verbal and written communication skills.
Strong stakeholder management and relationship-building abilities.
Ability to identify customer risks and take proactive corrective action.