We are looking for a data-driven Customer Success Manager to lead churn reduction initiatives and strengthen customer retention across our B2 B and B2 C segments. This role sits within the Customer Experience Team and plays a key role in improving product usability, meaningful customer touchpoints, and overall satisfaction. You will turn customer insights into actionable improvements that directly impact growth and long-term business success.
Responsibilities
Develop and implement churn reduction strategies based on customer data and behavioral insights
Identify, track, and report key customer metrics across cross-functional projects
Improve UX and UI flows to reduce friction and increase retention
Design and optimize customer journey touchpoints for B2 B and B2 C users
Collaborate with Product, Engineering, Sales, and Marketing to align retention strategies
Propose and run testable experiments to improve usability and engagement
Strengthen customer support infrastructure through automation and process improvement
Translate customer feedback into actionable product and process enhancements
Ensure timely delivery of retention initiatives with measurable outcomes
Continuously analyze trends and recommend improvements to processes and systems
Qualifications
2–5 years of experience in Customer Success, UX, Product, or related roles
At least 1 year of formal leadership experience preferred
Strong understanding of Saa S products and customer lifecycle management
Experience with user journey mapping and usability fundamentals
Proven ability to improve navigation flow and customer retention
Experience building scalable customer support processes and automation
Strong analytical, critical thinking, and problem-solving skills
High emotional intelligence and excellent communication skills
We’re looking for someone who:
Is proactive and focused on results
Can solve complex problems, even under pressure
Has a “can-do” attitude to resolve issues efficiently
Pursues continuous improvement in processes and systems
