Customer Success Manager - Retention
New
O
Owner.comSaaS / Hospitality
Location: Remote - United States; Secondary Locations: Remote - CanadaFull-TimeMiddle
Salary90,000 USD - 139,500 CAD per year
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Job Details
- Experience
- 2+ years
- Required Skills
- SalesforceAccount ManagementCustomer SuccessSaaS
Requirements
- 2+ years of experience in a Customer Success, Account Management, or Retention role.
- Experience in a SaaS or subscription-based environment.
- Demonstrated track record of hitting retention, save-rate, or account health targets.
- Experience managing a high-volume, call-based workflow.
- Proficiency in interpreting and analyzing customer data and usage trends.
- Experience with tools: Salesforce, SalesLoft, TalkDesk, Gong, Loom, and Metabase.
- Background in B2B2C, ideally within the food/hospitality and technology space.
- Ability to self-prioritize and context-switch in a fast-paced environment.
Responsibilities
- Manage a dual-track book of business comprising proactive optimization and reactive retention.
- Drive customer retention with a target save rate of 60%+.
- Conduct proactive outreach to drive optimization and long-term value realization.
- Manage high-stakes inbound cancellation calls with a focus on de-escalation.
- Translate customer usage data and ROI metrics into compelling, real-time value narratives.
- Improve customer ROI through strategic, personalized advice.
- Collaborate with CSMs and cross-functional teams to refine health metrics.
- Influence product roadmap and provide actionable insights for Sales and Marketing.
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