Sales & Retention Manager

5 days ago

Amman, Amman, Jordan Taj HR Full time

Role Overview

The Retention Manager plays a critical leadership role in maintaining and expanding customer base.

This person will lead a team of Retention Specialists (RMs) responsible for renewals, churn prevention, and recovery of expired accounts.

The Retention Manager will design and enforce playbooks, monitor performance metrics, and collaborate closely with Customer Success, Product, and Marketing to reduce churn and improve net retention.

Key Responsibilities

  • Lead and coach a team of 15+ Retention Managers (RMs) focused on renewals, grace-period recovery, and win-back campaigns.
  • Build and maintain a renewal pipeline and forecasting process to track upcoming expirations, renewals, and churn trends.
  • Develop and implement retention playbooks, including proactive renewal communication, grace-period follow-ups, and customer win-back programs.
  • Monitor and analyze customer health, churn reasons, and renewal rates to identify improvement opportunities.
  • Work closely with Customer Success, Product, and Marketing to address root causes of churn and improve customer lifetime value.
  • Set clear KPIs and performance targets for the retention team (renewal rate, grace recovery, NRR, CSAT).
  • Conduct regular coaching sessions and performance reviews to ensure consistency and quality in customer interactions.
  • Present weekly and monthly retention reports to leadership with insights and actionable recommendations.
  • Collaborate with Finance and Operations on renewal billing, pro-forma invoicing, and account reactivation processes.

Qualifications

  • 7+ years of experience in Customer Success, Account Management, or Retention — preferably within SaaS, Telecom, or BPO industries.
  • At least 3 years of team leadership experience managing 5–15 people.
  • Proven track record in reducing churn, improving renewal rates, or managing high-volume SMB portfolios.
  • Strong analytical and reporting skills (Excel / Google Sheets / CRM dashboards such as HubSpot, Salesforce, or Metabase).
  • Excellent communication skills in Arabic and English (written and spoken)
  • Empathetic, data-driven, and highly organized leader with a commercial mindset.
  • Experience working with low digital maturity SMB clients is a strong advantage.

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