Retention Manager

Retention Manager – (B2C / Retail)

Location Hyderabad

About the Role

We are looking for a Renewal Manager to drive retention and recurring revenue for our B2C (retail) segment. You will own the entire renewal lifecycle for our users, ensure smooth renewals of subscriptions (annual, or multi-year), and proactively prevent churn while identifying upsell opportunities. This role interfaces closely with Sales, Customer Support, Academic delivery, Product, and Marketing teams to keep our learners engaged and satisfied.

Key Responsibilities

• Plan and execute the end‑to‑end renewal journey for the B2C customer base (parents, students, and tutors) across multiple products.

• Monitor renewal dashboards and proactively flag at‑risk customers whose usage or engagement is low weeks before expiry.

• Design and implement renewal campaigns (email, SMS, app notifications, IVR, etc.) tailored to retail parents, including limited‑time offers, early‑bird discounts, and bundle renewals.

• Conduct outbound outreach (calls, WhatsApp, in‑app messages) to explain product value, address concerns, and guide customers through the renewal process.

• Collaborate with Customer Success to resolve issues (access, timing, curriculum fit etc) before renewal deadlines.

• Work with Product and Marketing to design renewal‑friendly offers, pricing tiers, and trial‑to‑renewal nudges.

• Track, analyze, and report key renewal KPIs such as:

o Renewal rate (% of customers renewing).

o Churn rate before / after renewal campaigns.

o Average order value (AOV) and upsell ratio per renewal.

• Maintain clean subscription records and ensure accurate renewal forecasts shared with leadership.

• Convert feedback during renewal conversations into product and experience recommendations (e.g., content gaps, pricing confusion, usability issues).

Skills & Qualifications

• Bachelor's degree in Business, Commerce, Education, or related field; MBA is a plus.

• 3–5 years of experience in retail, B2C subscriptions, EdTech, renewals/sales.

• Strong understanding of K‑12 education ecosystem (CBSE, ICSE, State boards, digital learning, parental expectations).

• Proven track record in achieving renewal and retention targets in a fast‑paced, high‑volume environment.

• Excellent communication and negotiation skills with parents and students (including empathy and patience).

• Data‑driven mindset with ability to analyze churn patterns and propose retention strategies.