Customer Renewal Manager

# Head of Support & Retention ## Company Overview *Not specified.* ## Job Summary The **Head of Support & Retention** is responsible for overseeing customer support operations and driving customer retention and renewals for Marg Books, a billing and accounting software company serving Indian SMBs and retailers. This role ensures high-quality post-onboarding support, proactive engagement, and effective renewal management to sustain growth and customer satisfaction. The position plays a critical role in maintaining the health of the customer base, reducing churn, and maximizing revenue retention. ## Responsibilities - **Build and manage a multi-channel support team** (phone, chat, email, WhatsApp) to handle post-activation customer queries, including billing issues, feature questions, GST-related queries, and troubleshooting. - **Define, monitor, and enforce SLAs** for response and resolution times, conducting root cause analysis when SLAs are missed. - **Identify recurring issues** and collaborate with Product and Tech teams to address root causes, reducing repetitive support tickets. - **Implement automation and self-serve solutions** such as chatbots, WhatsApp flows, knowledge bases, FAQs, and video guides to scale support operations efficiently. - **Develop and maintain a tiered support model** (L1/L2/L3) to route queries effectively, monitor cost per ticket, and optimize support costs as volume grows. - **Track customer retention metrics** monthly, segmenting by customer type, region, tenure, and usage patterns to identify at-risk cohorts. - **Build early-warning systems** to proactively identify customers at risk of churn based on signals like declining login activity, support tickets, unresolved escalations, and engagement gaps. - **Segment customers by value and risk**, applying targeted engagement strategies, including proactive outreach for high-value or high-risk accounts. - **Conduct structured exit analysis** for churned customers to identify causes and share insights with relevant teams for improvement. - **Run win-back programs** for recently churned customers where issues are addressable. - **Own the renewal pipeline**, initiating outreach 45-60 days before renewal, assessing satisfaction, and closing renewals. - **Forecast renewal revenue** by segment and account health, providing visibility to leadership. - **Identify upsell and cross-sell opportunities** during renewal conversations and route them appropriately. - **Track and report key metrics** such as renewal rate, retained revenue, churned revenue, and net revenue retention weekly. - **Hire, develop, and lead support and retention teams**, planning hiring 2-3 months ahead based on growth forecasts. - **Ensure a smooth handover process** from the Implementation team, with documented training status, open issues, and engagement levels. - **Create standardized playbooks, escalation matrices, and quality audit frameworks** to ensure consistent service quality. - **Deliver weekly reports** on support volume, SLA adherence, CSAT/NPS, retention, churn, and renewal pipeline status. ## Qualifications - **6+ years of experience** in customer support operations, retention management, renewals, or customer success, preferably within SaaS or software companies serving SMBs. - Proven track record of **owning and achieving retention or renewal targets** with measurable improvements. - **Operationally rigorous**, with a focus on SLAs, resolution times, CSAT, and cost per ticket. - Experience deploying **support automation tools** such as chatbots, IVR, ticketing systems, and WhatsApp automation. - Strong analytical skills with the ability to **use data to diagnose trends**, identify at-risk segments, and prioritize interventions. - Familiarity with **billing, accounting, or ERP software** is a significant advantage. - Ability to operate effectively in a **high-growth environment** with rapidly increasing customer base and support volume. - Educational qualifications: **Not specified**. ## Preferred Skills - Experience in **support automation and self-serve solutions**. - Strong leadership and team management capabilities. - Excellent communication and stakeholder management skills. - Knowledge of Indian SMB market and retail sector. - Ability to develop scalable processes and frameworks for support and retention. ## Experience - **6+ years** of relevant experience in customer support, retention, or customer success roles. - Demonstrated success in **owning retention or renewal targets** and improving key metrics. ## Environment - The role is based in **Noida**. - The work environment involves managing a support team across multiple channels. - The position requires working in a **high-growth SaaS environment**, with a focus on scaling support operations and customer engagement. - The role may involve remote or hybrid work arrangements, depending on company policies. ## Salary *Not specified.* ## GrowthOpportunities *Not specified.* ## Benefits *Not specified.*