Retention Manager

About StartupFlora

StartupFlora is a business and startup consultancy platform supporting startups, MSMEs, entrepreneurs, and growing businesses with services across business setup, compliance, funding, financial advisory, technology, and business growth. We focus on building long-term customer relationships and delivering solutions that help businesses grow and scale.

Job Overview

StartupFlora is looking for an experienced and result-oriented Retention Manager to lead customer retention initiatives, strengthen existing customer relationships, reduce churn, and drive renewals, repeat business, upselling, and cross-selling. The ideal candidate will have strong customer relationship skills, excellent communication abilities, and a proven track record of achieving retention and revenue targets.

Key Responsibilities

• Develop and implement strategies to improve customer retention and reduce customer churn.

• Manage existing customers and build strong, long-term relationships.

• Identify customers at risk of leaving and implement proactive retention strategies.

• Conduct regular customer follow-ups to understand requirements, concerns, and satisfaction levels.

• Handle customer complaints, concerns, and service-related issues professionally and ensure timely resolution.

• Drive renewals, repeat business, upselling, and cross-selling opportunities.

• Develop and execute customer engagement, reactivation, and win-back campaigns.

• Follow up with inactive, dissatisfied, and dormant customers to bring them back into active engagement.

• Analyse customer feedback and identify key reasons for customer attrition.

• Maintain accurate customer records and ensure timely updates in CRM systems.

• Coordinate with Sales, Operations, Customer Support, Finance, and other internal teams to resolve customer issues.

• Monitor customer lifecycle and identify opportunities to improve customer experience and loyalty.

• Track daily, weekly, and monthly retention performance against assigned targets.

• Prepare regular MIS and reports covering retention rate, churn, renewals, customer engagement, reactivation, and revenue.

• Analyse retention data and recommend strategies to improve customer lifetime value.

• Establish processes and best practices for customer retention and relationship management.

• Coach and guide team members, where applicable, to achieve retention and customer satisfaction targets.

• Ensure timely follow-up and closure of customer concerns and escalation cases.

• Identify opportunities to increase revenue from existing customers through relevant products and services.

• Suggest process improvements based on customer feedback, data, and market trends.

Key Performance Indicators (KPIs)

• Customer Retention Rate

• Customer Churn / Attrition Rate

• Renewal Rate

• Repeat Business Revenue

• Upselling & Cross-selling Revenue

• Customer Reactivation Rate

• Customer Satisfaction

• Customer Lifetime Value (LTV)

• Customer Complaint Resolution

• Customer Engagement Rate

• Monthly Retention Target Achievement

• Revenue Generated from Existing Customers

Required Skills & Qualifications

• 4 to 10 years of experience in customer retention, customer relationship management, account management, sales, customer success, or a similar role.

• Experience in managing existing customers and achieving retention or revenue targets.

• Excellent verbal and written communication skills.

• Strong customer-handling and relationship-management abilities.

• Excellent negotiation, convincing, objection-handling, and problem-solving skills.

• Target-oriented and result-driven approach.

• Strong follow-up and escalation-management skills.

• Ability to analyse customer data and identify retention and revenue opportunities.

• Working knowledge of CRM tools and MS Excel.

• Ability to work effectively with Sales, Operations, Customer Support, and other internal teams.

• Strong leadership and team-management skills will be an advantage.

• Ability to work under pressure and consistently meet monthly targets.

Ideal Candidate

The ideal candidate should be customer-focused, commercially driven, proactive, and highly effective at relationship management. The candidate should be able to understand customer needs, resolve concerns, prevent churn, and identify opportunities to increase customer value and revenue.

Experience in startups, consulting, financial services, business services, B2B, or customer-centric organizations will be preferred.