Customer Success - Retention Specialist

Job Description

Job Title: Customer Retention Manager Location: Surat/Ahmedabad – work-from-office Company Overview: Suvit Fintech Pvt. Ltd . is an innovative SaaS company based in Surat, Gujarat, specializing in AI-powered accounting automation solutions. Founded in 2022 , Suvit aims to revolutionize the accounting landscape by reducing manual clerical tasks and enhancing data accuracy for tax professionals, accountants, and businesses. Our platform integrates seamlessly with tools like Tally and Vyapar, automating processes such as data entry, bank reconciliation, invoice generation, and financial reporting. With over 18,500 registered users and more than 135 million transactions processed, Suvit is rapidly expanding its footprint in the fintech space Role Overview: We are seeking a Customer Success Manager with a strong focus on customer retention and subscription renewals , aiming to maintain or exceed an 80-85% retention and renewal rate . You will be responsible for nurturing customer relationships, ensuring adoption and satisfaction, and strategically guiding users to realize ongoing value from our solution. Key Responsibilities: 1. Own the customer lifecycle from onboarding to renewal, ensuring a seamless and positive experience. 2. Planning data-led churn reduction tactics and overseeing implementation in a customer-first manner. 3. Drive retention and renewal goals , maintaining or surpassing an 80–85% renewal rate. 4. Identify customer pain points and proactively resolve challenges to reduce churn. 5. Conduct regular check-ins and business reviews , tracking product usage, engagement, and satisfaction. 6. Collaborate with the Product and Engineering teams (Node.js, React, MongoDB stack) to escalate technical issues or gather feedback. 7. Working with expansion and upsell managers (or other CS team members) to create upsell and cross-sell offers that directly address known customer pain points. 8. Develop and implement customer success strategies that align with business goals and improve product adoption. 9. Analyzing churn reasons, creating an offboarding process and checklist, and conducting offboarding interviews to determine why customers are leaving. 10. Manage contract renewals, working closely with Sales and Finance teams. Requirements: 1. 3+ years of experience in Customer Success or Account Management within an IT-Software Product Development . 2. Excellent communication skills and the ability to transform customer conversations into business-driving relationships while still managing to serve the customers’ goals as best as possible. 3. Proven track record of maintaining 80–85 %+ retention and renewal rates. 4. Strong understanding of customer success metrics (NPS, churn rate, Lifetime Value, retention rate, NRR, etc.). 5. Analytical mindset with the ability to interpret customer behavior data and take action. 6. Familiarity with CRM tools (e.g., Salesforce, HubSpot), CSM platforms (e.g., Gainsight, Totango), and analytics tools. 7. Basic technical understanding of SaaS products —especially those built with Node.js, React, MongoDB , and enhanced by AI . Nice to Have: 1. Experience in the accounting or fintech SaaS space. 2. Technical background or ability to understand engineering issues at a high level. 3. Familiarity with AI-driven SaaS platforms. What We Offer: 1. Competitive salary and performance bonuses. 2. A collaborative and tech-driven work culture. 3. Opportunities for career growth in a fast-scaling SaaS company.