| Location | Palo Alto, CA |
Job Summary
The Customer Retention Manager is responsible for reducing churn improving customer health and protecting recurring revenue through early risk detection cross‑functional mitigation and scalable retention programs. The role partners closely with Renewals Customer Success Customer Engagement Competitive Intelligence and Pricing & Packaging to orchestrate coordinated customer‑save strategies. This role also provides renewal objection handling expertise enabling teams to navigate downsells downgrades competitive threats pricing pushback TCOROI concerns and budget constraints. The ideal candidate excels at influencing cross‑functional teams handling commercial risk and translating customer insights into save actions.
Key Responsibilities
Maintain a standardized customer risk scoring framework leveraging health signals product usage support patterns sentiment and competitive exposure.
Identify early risk indicators e.g. discount cliffs adoption gaps under-deployed licenses sponsor turnover.
Partner with Renewal Ops Data team to automate risk workflows in Salesforce
Collaborate with Competitive Intelligence to map competitive displacement trends and update counter strategies.
Renewals CS CI Pricing Lead weekly renewal risk reviewswar rooms with Renewals CSMsCEMs and Sales to align on mitigation actions.
Build account-level mitigation plans that include adoption interventions executive alignment value reinforcement and commercial flexibility.
Partner with Pricing & Packaging and Deal Desk to design controlled commercial offers e.g. termramp New Product Introductions New SKU Impact Product Bundling etc.
Escalate systemic product billing or support issues and track resolution.
Serve as the subject‑matter expert for Renewals by providing guidance playbooks and strategic support to overcome critical renewal objections.
Diagnose downsell and downgrade risks recommend right‑sizing strategies and deliver value‑based narratives to reinforce ROI and prevent unnecessary revenue loss.
Partner with Competitive Intelligence to address competitive pricing challenges coach teams on TCO and switching‑cost comparisons and collaborate with Pricing on controlled incentive structures.
Provide Renewals reps with ROI models justification materials payment‑flexibility options pricing guardrails and negotiation strategies to resolve budget and pricing objections while protecting retention revenue.
Launch and manage proactive churn-prevention programs such as
Early renewal health checks
Competitive threat campaigns
Discount cliff mitigation
Develop and maintain risk playbooks for teams to execute consistently.
Partner with Enablement to deliver training on objection handling and retention strategies.
Deliver monthly churn insights including root causes save rates objection trends and program impact.
Own cohort analyses risk heatmaps and retention dashboards.
Provide actionable recommendations to Product Pricing Support and Leadership teams.
Support Renewal forecast accuracy through risk scoring and save probability modeling.
Process Tooling & Enablement
Improve CRMCS tool workflows to enhance visibility into churn risk and save motions.
Standardize processes for risk identification objection handling escalations and mitigation SLAs.
Build and maintain a knowledge base of objection-handling scripts competitive counters and case studies.
Deliver enablement sessions to strengthen Renewals capabilities in handling commercial objections.
Required Qualifications
8&43 years in Renewals Customer Success Account Management or Customer Operations SaaS preferred.
Strong analytical and commercial acumen with experience handling pricing TCO ROI and competitive objections.
Ability to influence cross-functional teams and lead risk discussions with executive stakeholders.
Experience with Salesforce GainsightCS platforms and BI tools like Tableau Power BI or Looker.
Strong communication negotiation and conflict‑resolution skills.
Preferred Qualifications
Experience in competitive intelligence pricing strategy or deal desk functions.
Experience running war rooms or escalation workflows.
Background in program management or enablement.
Strong understanding of SaaS economics GRR NRR churn discount impact unit economics.
Key Metrics KPIs
Gross Renewal RateGRR
Net Renewal Rate NRR
Revenue and logo churn rates
Save rate on at‑risk renewals
Early risk detection rate
Renewal forecast accuracy
Adoptionhealth score improvement
Discount hygiene and cost-to-save efficiency
Time-to-mitigation for escalated risks
The minimum and maximum base salaries for this role are posted below additionally the role is eligible for bonus potential equity and benefits. The range displayed reflects the minimum and maximum target for new hire salaries for the role based on U.S. location. Within the range the salary offered will be determined by work location and additional factors including job-related skills experience and relevant education or training.
US Pay Range
172600-258800 USD
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