01Overview
About FlexyPe
FlexyPe is the full-stack infrastructure for eCommerce powering identity, cart, checkout, and post-purchase experiences for 800+ D2C brands. We process 300 Crores+ GMV, have a 100M+ shopper identity network, and we're profitable and bootstrapped with a 15-person team. We're now entering our next growth phase and need someone who can sell the value to merchants who don't know they can get a better one yet.
Were small, scrappy, and building the future. If you thrive in chaos, love wearing multiple hats, and want to leave fingerprints all over a rocketship, read on.
Role Overview
We're looking for a Customer Retention Manager to own one of the most important numbers in the business: whether our merchants stay, succeed, and grow with us. Merchants come in your job is to make sure they never have a reason to leave. This is a high-ownership role reporting closely to the founders, where you'll own retention end to end: understanding why merchants churn, fixing it, and building the playbook that keeps our best brands for the long haul.
What You'll Own
- Retention & churn own the merchant retention rate as your core metric. Know your at-risk accounts before they go quiet, and act.
- Merchant relationships build real, trusted relationships with our D2C founders and their teams; become the person they call first.
- Onboarding-to-value make sure every current merchant hits their first real win fast, because the first 30 days decide the next 12 months.
- Health monitoring build and watch account-health signals (usage, GMV trends, support patterns) to catch risk early instead of reacting late.
- Win-backs & escalations step into unhappy accounts, resolve the root cause with product and tech, and turn detractors into advocates.
- Upsell & expansion grow existing accounts into more of our suite (identity, cart, checkout, post-purchase).
What We're Looking For
- 1-3 years in customer success, account management, or retention ideally owning a churn .
