Product Manager - Customer Retention

Product Manager – Customer Retention

Onelap Telematics Pvt. Ltd. | Noida

We are looking for a Product Manager – Customer Retention to build and own our retention engine across onboarding, device health, app usage, support, renewals, churn prevention, and winback.

Key Responsibilities

* Own customer retention, renewal rate, churn reduction, and winback initiatives.

* Build customer health scoring using signals like device online/offline status, app usage, support tickets, SIM/subscription expiry, payment delays, and complaints.

* Identify at-risk customers before they churn and create proactive retention workflows.

* Work with support, sales, renewal, product, and tech teams to improve the customer lifecycle.

* Improve onboarding journeys for individual users, fleet owners, schools, and business customers.

* Create SOPs for offline device handling, renewal calling, customer escalation, replacement, and winback.

* Build dashboards for device health, renewals, churn reasons, support ageing, and customer risk.

* Use modern tools such as CRM, WhatsApp automation, AI calling, product analytics, ticketing systems, and dashboards to scale retention.

* Ensure sales promises, pricing, warranty, subscription, and support expectations are clearly communicated to customers.

* Convert customer complaints and churn reasons into product and process improvements.

What We're Looking For

* 3–6 years of experience in product management, customer success, retention, operations, or lifecycle management.

* Strong ownership mindset and ability to work across teams.

* Good understanding of data, dashboards, customer journeys, and process improvement.

* Ability to write clear SOPs and get them implemented.

* Strong communication skills in Hindi and English.

* Practical problem-solving mindset with customer-first thinking.

Good to Have

* Experience in GPS tracking, telematics, IoT, SaaS, logistics tech, fleet management, or subscription businesses.

* Experience with CRM, ticketing tools, WhatsApp automation, analytics dashboards, or renewal workflows.

Success in This Role Means

* Higher subscription renewal rate.

* Lower preventable churn.

* Better device health and app usage.

* Faster resolution of retention-impacting complaints.

* Stronger customer trust and improved winback.

This role is ideal for someone who can think like a product owner, operate like a business manager, and care deeply about customer retention.