Customer Retention Manager

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 new 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 or renewal number, not just tickets. Experience with D2C / eCommerce / Shopify brands, or as a D2C enabler (checkout, logistics, marketing, retention tooling) is a strong plus you'll already speak the merchant's language. Someone who's data-comfortable can read usage and GMV trends, spot the leak, and act on it. Sharp communicator who can hold their own with a founder on the other side. A genuine owner self-starter who takes a problem and closes it, no hand-holding. Comfortable with the pace and ambiguity of an early-stage, founder-led team. Compensation: 4 8 LPA, based on experience and performance + performance bonuses tied to retention outcomes Location: Fully remote apply from anywhere in India Working days: 6 days a week Note: This is a high-ownership role with the founding team. Apply only if you're ready to own a hard number and actually move it not just manage a queue. .