About this role
We are seeking a Customer Success Manager focused on customer retention, re-engagement, and lifecycle value growth.
This role centers on proactive outreach to existing customers—reviving inactive users, strengthening relationships, and converting disengaged customers into active, long-term subscribers.
The ideal candidate blends empathy with commercial awareness, balancing supportive conversations with measurable retention outcomes.
Key ResponsibilitiesCustomer Outreach & Reactivation Proactively contact customers with inactive usage, expired subscriptions, or product-related barriers Conduct supportive, solution-oriented conversations that drive renewals and re-engagement Identify friction points and escalate relevant product or experience insights internally Retention Strategy Execution Track outreach activity, engagement results, and conversion performance Maintain accurate CRM documentation and structured follow-up processes Collaborate with marketing and product teams to improve lifecycle retention strategies Customer Experience Advocacy Serve as a trusted voice of the customer internally Surface trends, objections, and recurring challenges impacting satisfaction Contribute ideas to strengthen long-term customer value, loyalty, and community engagement Requirements
3+ years of experience in customer success, retention, or outbound engagement roles Strong phone presence with empathy and confident objection handling Data-aware mindset with disciplined follow-through Customer-first approach focused on helping rather than hard selling Comfortable operating in fast-moving, growth-stage environments