Customer Success & Retention Partner

About the Role

As a Customer Success & Retention Partner, you'll play a vital role in ensuring customers stayengaged and continue their journey with company. Your primary responsibility will be tomanage the entire renewal lifecycle, maintain proactive communication with clients, resolvebilling or service issues, and identify opportunities to deepen customer relationships. You willact as a key link between customer satisfaction and revenue continuity.

Key Responsibilities
Renewal Management & Tracking Maintain a comprehensive system to monitor upcoming renewals. Plan and prioritize outreach based on renewal cycles and account value.Customer Communication & Engagement Reach out to clients nearing renewal to discuss their evolving needs. Facilitate smooth renewals through timely calls, emails, and follow-ups. Regularly update CRM with call remarks, especially for contacts not yet reached.Escalation & Follow-through Escalate complex or unresponsive cases to assigned Relationship Managers (RMs). Coordinate internally to remove any hurdles delaying renewals.Revenue Collection Support Follow up on pending invoices and assist in resolving billing-related concerns. Collaborate with finance teams to ensure timely collections.

Sales Support
Spot upsell or cross-sell opportunities during conversations. Route qualified leads to the appropriate internal teams.Training & Onboarding Conduct onboarding sessions for new users. Organize courtesy calls and engage customers through the renewal phase.Quarterly Account Reviews Analyse usage data to identify underutilization or concerns. Act on feedback and ensure customer satisfaction is continuously improved.Ideal Candidate Profile Excellent verbal and written communication skills. Strong attention to detail and follow-through. Customer-focused mindset with problem-solving ability. Prior experience in renewals, customer success, or inside sales is a plus. Comfortable using CRM tools, Excel, and digital communication platforms.