Client Retention Manager

About the Role We’re looking for a proactive and people-centric Client Retention Manager to join our growing team in Vadodara. Your primary focus will be to nurture client relationships, reduce churn, increase customer satisfaction, and drive long-term value for our clients. This role requires a blend of strategic thinking, communication, and problem-solving to ensure our clients stay engaged and loyal. Key Responsibilities ● Own and manage relationships with assigned clients to ensure long-term satisfaction and retention ● Conduct regular account check-ins, performance reviews, and relationship-building activities ● Actively monitor usage patterns and client health to proactively identify risks or disengagement ● Resolve issues and respond to client concerns quickly and effectively, coordinating with internal teams when needed ● Analyze feedback and implement strategies to improve client experience and service quality ● Identify cross-sell and upsell opportunities to increase account value ● Track and report on retention metrics, NPS, renewal rates, and customer satisfaction ● Assist in onboarding new clients by providing training, product knowledge, and support ● Collaborate with sales, product, and support teams to ensure a seamless customer experience journey ● Drive loyalty programs, customer advocacy, and referral initiatives Requirements ● Bachelor's degree in Business, Marketing, or a related field ● 3+ years of experience in client retention, account management, or customer success ● Strong communication, interpersonal, and presentation skills ● Ability to handle escalations and negotiate win-win solutions ● Experience using CRM platforms (Zoho, Salesforce, or similar tools) ● Data-driven mindset with comfort using dashboards and metrics to track performance ● Problem-solver with a customer-first attitude Preferred Skills ● Experience in BPO, logistics, SaaS, or digital marketing environments ● Multilingual communication (especially Hindi, English, and Gujarati) ● Knowledge of customer lifecycle and retention strategies What We Offer ● Competitive salary + performance-based incentives ● Vibrant work culture and growth opportunities ● Chance to lead retention strategy in a growing organization Show more Show less