Customer Success / Retention Head

Job Description

This is a full-time, on-site role located in Gurugram.- You will be responsible for managing and retaining customer accounts, overseeing sales targets and strategies, leading and mentoring the sales team, and using analytical skills to drive renewals and revenue growth.- The role requires collaboration with different departments to enhance customer satisfaction and ensure seamless renewal processes. Key Responsibilities:- Own and lead the renewals function across all customer segments.- Develop and implement strategies to maximize renewal revenue and minimize churn.- Build and manage a high-performing team of renewal specialists and account managers. - Collaborate with Product, Customer Success, and Sales to ensure a seamless customer experience.- Use data to track performance, forecast renewals, and identify churn risks.- Engage directly with key customers to negotiate and close high-value renewals.- Implement tools and processes for scalable renewal workflows. - Identify upsell/cross-sell opportunities and work closely with the sales team to drive expansion. Requirements:- 6-10 years of sales/account management experience, with at least 3 years in a renewals leadership role. - Strong Analytical Skills to drive data-driven decision-making.- Proven track record of hitting retention and revenue goals.- Ability to lead teams and build a customer-centric culture.- Excellent communication and stakeholder management skills.- Prior experience in SaaS or tech-led companies is a strong plus.