Full job descriptionOur client is a global leader in Fintech solutions. They are now seeking an experienced Customer Retention & Growth Manager to design, build and optimise retention programmes across a diverse customer base. You’ll play a pivotal role in shaping welcome, nurture, retention and winback journeys — including free-trial conversion — to drive long-term customer value and reduce churn.
This role sits at the heart of the Customer Success organisation, combining digital-first initiatives with value-added human interactions to deliver impact at scale. You’ll partner cross-functionally to create cohesive retention strategies, embed AI-driven interventions, and ensure seamless customer experiences across all touchpoints.
Key Responsibilities
*Contribute to the Customer Success retention and monetisation strategy, aligning with global growth and retention priorities.
*Design welcome, nurture, retention and winback programmes, including free-trial conversion journeys.
*Build net-new retention initiatives leveraging digital platform capabilities and human-assisted interactions.
*Strengthen customer relationships to foster trust, loyalty and advocacy across the customer base.
*Continuously optimise existing programmes to improve retention and ecosystem growth (attach, lead-pass, upsell).
*Embed AI, data and propensity models to develop proactive churn-prevention interventions.
*Partner with CX Design, CX Operations, Digital Experiences and Analytics to implement retention programmes.
*Work closely with Sales, Product, Marketing and Data Science to deliver cohesive, cross-functional retention plans.
*Ideate, design and run experiments to quantify expected impact before market-wide rollout.
*Create detailed playbooks outlining customer journeys, process maps, resources, and success measures.
*Programme-manage delivery across BPO partners, in-house teams and digital channels.
*Establish leading and lagging indicators to measure retention performance and present insights to leadership.
*Collaborate with global teams to share priorities, learnings and best practices.
*Support business cases for tech and resource investment to accelerate AI and platform capability adoption.
Skills & Experience
*Proven track record exceeding retention and revenue targets in a 1:many Customer Success environment.
*Strong strategic thinking and commercial acumen.
*Operationally excellent with the ability to refine processes and drive efficiencies.
*Highly data-driven, confident analysing ROI and identifying improvement opportunities.
*Strong influencer with excellent stakeholder management skills.
*Exceptional written and verbal communication, able to simplify complex topics.
*4+ years in Customer Success or similar SaaS role.
*3+ years in customer retention strategy and programme design.
*Degree qualified or equivalent experience.
Benefits
*Hybrid
*Potential for contract to extend
*Award winning work environment