<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>About the role</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">The <strong>Customer Success Manager - Growth and Retention</strong> is responsible for reducing churn, improving customer health, and protecting recurring revenue through early risk detection, cross‑functional mitigation, and scalable retention programs. The role partners closely with Renewals, Customer Success, Customer Engagement, Competitive Intelligence, and Pricing & Packaging to orchestrate coordinated customer‑save strategies.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">This role also provides <strong>renewal objection handling expertise</strong>, enabling teams to navigate downsells, downgrades, competitive threats, pricing pushback, TCO/ROI concerns, and budget constraints. The ideal candidate excels at influencing cross‑functional teams, handling commercial risk, and translating customer insights into save actions.</span></p> <h3><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>What you’ll do</strong></span></h3> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>1. Churn Risk Identification & Health Intelligence</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Maintain a standardized <strong>customer risk scoring framework</strong> leveraging health signals, product usage, support patterns, sentiment, and competitive exposure.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Identify early risk indicators (e.g., discount cliffs, adoption gaps, under-deployed licenses, sponsor turnover).</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Partner with Renewal Ops, Data team to automate risk workflows in Salesforce</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Collaborate with Competitive Intelligence to map <strong>competitive displacement trends</strong> and update counter strategies.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>2. Cross‑Functional Risk Orchestration (Renewals, CS, CI, Pricing)</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead <strong>weekly renewal risk reviews/war rooms</strong> with Renewals, CSMs/CEMs, and Sales to align on mitigation actions.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Build <strong>account-level mitigation plans</strong> that include adoption interventions, executive alignment, value reinforcement, and commercial flexibility.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Partner with Pricing & Packaging and Deal Desk to design <strong>controlled commercial offers</strong> (e.g., term/ramp, New Product Introductions, New SKU Impact, Product Bundling etc).</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Escalate systemic product, billing, or support issues and track resolution.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>3. Renewal Objection Handling </strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Serve as the subject‑matter expert for Renewals by providing guidance, playbooks, and strategic support to overcome critical renewal objections.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Diagnose downsell and downgrade risks</strong>, recommend right‑sizing strategies, and deliver value‑based narratives to reinforce ROI and prevent unnecessary revenue loss.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Partner with Competitive Intelligence</strong> to address competitive pricing challenges, coach teams on TCO and switching‑cost comparisons, and collaborate with Pricing on controlled incentive structures.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Provide Renewals reps with ROI models, justification materials, payment‑flexibility options, pricing guardrails, and negotiation strategies</strong> to