SDR & Client Retention Manager

We are looking for a high-impact SDR & Client Retention Manager who will be responsible for leading our Sales Development and Customer Retention functions. This role demands a blend of sales strategy, team leadership, process optimization, and hands-on execution. Ideal candidates come with strong SaaS selling experience, have led or managed high-performing teams, and are comfortable navigating the fast-paced, unstructured environment of a startup. 

What You'll Do

•  Leadership 
• Execute end-to-end strategies for outbound lead generation and client retention. 
• Build and optimize the SDR and retention playbooks (scripts, sequences, email cadences, retention workflows). 
• Own KPIs for pipeline generation, conversion rates, NPS, retention rate, and churn reduction. 
• Establish clear governance and operational structure for the team. 

• Team Management 
• Hire, train, mentor, and manage a growing team of SDRs and client retention executives. 
• Set team OKRs, monitor performance metrics, and provide regular feedback and coaching. 
• Conduct weekly 1:1s and performance reviews. 
• Motivate team member and provide right strategies to help the team achieve their goals and company vision. 

• Sales Development 
• Oversee execution of outbound prospecting efforts including lead research, cold outreach, and campaign performance. 
• Collaborate with marketing to align on ICP, messaging, and campaign planning. 
• Analyze sales funnel data to identify bottlenecks and opportunities for improvement. 
• Work with the presales team to provide strategic insights and ensure successful lead conversion. 
• Deliver technical product demos to potential customers as needed. 

• Client Retention & Expansion 
• Design retention strategies for onboarding, engagement, renewals, and upsells. 
• Analyze customer health scores and proactively address churn risks. 
• Collaborate with product and tech teams to prioritize client feedback and feature requests. 
• Own the Voice of the Customer loop across the company. 
• Serve as the single point owner for driving customer service maturity using Zendesk, supported by a structured customer service playbook. 
• Provide ongoing technical assistance and support to customers. 

Job Requirements

• 7–10 years of experience in SaaS sales, customer success, or growth functions with at least 2 years in a managerial role. 
• Proven success in building and managing SDR or Retention teams in a SaaS startup or scale-up environment. 
• Strong understanding of outbound sales and customer lifecycle management. 
• Experience using tools like HubSpot, Salesforce, Outreach, Vitally, or similar CRMs and customer success platforms. 
• Exceptional leadership, analytical thinking, and communication skills. 
• Self-starter with a bias for action and strong ownership mentality.