Customer Retention Manager

Summary

Join Salsify, a leading commerce infrastructure company, as a Manager, Customer Retention! This key role involves managing a team of 8 (4 CSMs and 4 Renewal Managers) within the mid-market segment, focusing on customer success and retention. You will oversee customer adoption, implement data-driven accountability, coach your team, forecast churn risk, and guide renewal strategies. The ideal candidate possesses 5+ years of experience leading customer success teams in a rapidly growing SaaS company and a commercial background. Salsify offers competitive compensation, including a base salary, potential commission/bonus, stock options, and a comprehensive benefits package.

Requirements

• 5+ years of experience leading a Customer Success team for a rapidly growing SaaS company
• 5+ years experience working in a commercial capacity (account management, renewals, sales, etc.)
• Strong desire to support and coach direct reports on a daily basis to grow in their careers as they help customers and partners achieve their desired outcomes
• Background in hiring, training, and enabling direct reports for success, with strong performance management skills
• Customer-centric mindset and approach to all interactions
• Impeccable organizational and time management skills
• Passion for cross-functional collaboration including optimizing processes and partnerships with sales, services, product and marketing peers

Responsibilities

• Oversee, build and expand our existing Customer Success strategy to deliver significant scale to our mid-market business
• Implement and optimize a data-driven accountability model for CSMs
• Understand the challenges, needs, and themes of a large portfolio of mid-market accounts
• Manage day-to-day operations, team goal setting, performance management and reporting on key metrics
• Coach direct reports in the development of success plans & product adoption strategies aligned with customer entitlements to ensure customers achieve expected business value and ROI
• Aid direct reports in the identification, development and execution of cross-functional churn risk mitigation strategies
• Forecast churn risk on a quarterly basis
• Guide direct reports to identify customer requirements, uncover roadblocks, and execute renewal strategies to retain customers and increase ARR
• Act as an advocate for our customers and empowering your team to do the same
• Create an inclusive culture by being open-minded, operating with high integrity and an openness to feedback

Benefits

• Health & medical benefits
• PTO
• Equity in the form of stock options
• Base salary
• Potential commission/bonus