Expired 1 month from now
Senior Retention Manager
Sales Retention
full-time
| Senior Manager
Share this job
Job Summary
Own and optimize the end-to-end post-sale customer journey, from verification and onboarding through activation, usage, retention and recovery, ensuring customers achieve successful, consistent product usage while the business achieves strong LTV, low churn and operational efficiency.
Job Details
- Own the End-to-End Customer Journey: Define and manage the Customer Success operating model, including lifecycle stages, success metrics, and escalation paths. Translate growth objectives into clear playbooks and SLAs, positioning the function as both a value-creation and risk-mitigation driver.
- Govern Customer Verification & Quality: Own second-line verification to ensure accuracy, fraud detection, and compliance. Partner with Growth and Retention teams to improve prospect quality, monitor post-approval reversals, and drive corrective actions to reduce downstream churn.
- Drive Onboarding & Early Activation: Own the welcome experience to ensure customers understand product usage and payment flows. Drive early activation metrics (first cook, first refill, 30-day survival) and coordinate cross-functionally to eliminate onboarding friction.
- Lead Retention, Reactivation & Churn Prevention: Develop and execute retention strategy across all lifecycle stages. Proactively engage customers showing early non-usage (0–7 days) and inactivity (20 days–6 months), using data to identify churn drivers and design interventions that protect and grow LTV/CAC.
- Ensure Operational Excellence: Design, document, and enforce SOPs across all Customer Success functions. Ensure SLAs, quality standards, and escalation rules are consistently met while optimizing workloads, tooling, and automation to enable scalable growth without proportional cost increases.
- Manage Performance Analytics: Own Customer Success dashboards and reporting cadence. Track and act on key metrics including verification accuracy, activation rates, retention/churn performance, reactivation rates, and cost per active customer to guide continuous improvement.
- Lead Cross-Functional Collaboration: Serve as the primary Customer Success partner to Sales, Operations, Technical teams, and Product. Lead cross-functional initiatives to remove customer friction, improve handover quality, resolve issues, and enhance tooling and data capabilities.
- Build Team Capability & Culture: Lead, coach, and develop Customer Retention Team Leads and managers. Foster a performance-driven, customer-centric culture grounded in accountability, ensuring consistent training, quality assurance, and succession planning.
Requirements
- Bachelor’s Degree in Business, Sales, Operations or related field.
- 5-7 years of experience in customer service, Customer retention, credit collections, customer success, or sales operations.
- At least 5 years of leadership experience managing remote or field teams.
- Experience in PAYGO, consumer finance, telecom, or energy access sectors is highly preferred.
- Strong analytical and performance management skills.
About Company
M-Gas Limited
M-Gas Limited is an LPG provider that leverages on its smart meter technology to offer clean cooking solutions to households. It adopts a Pay-As-You-Go model to render last-mile delivery services to all its customers.