SMB Usage and Retention Manager

We are seeking a highly motivated and experienced SMB Usage and Retention Manager to join our dynamic team in Vadodara. This role is perfect for a professional who is passionate about cultivating strong customer relationships, fostering business growth, and ensuring long-term customer satisfaction and loyalty. As an SMB Usage and Retention Manager, you will be instrumental in developing and executing strategies to enhance product adoption and reduce churn among our small and medium business clients.

Key Responsibilities

• Develop and implement comprehensive strategies to improve SMB customer usage and retention rates.
• Build and maintain strong, lasting relationships with key SMB clients, acting as a trusted advisor.
• Analyze customer data and feedback to identify trends, pain points, and opportunities for improvement.
• Collaborate with sales, marketing, and product teams to align retention efforts with overall business objectives.
• Proactively engage with customers to address their needs, resolve issues, and ensure a positive experience.
• Monitor and report on key performance indicators related to customer usage, retention, and satisfaction.

Requirements

• Master’s Degree in Business Administration, Marketing, or a related field.
• 5-10 years of progressive experience in customer success, account management, or relationship management, preferably within the SMB sector.
• Proven track record of driving customer usage, retention, and satisfaction.
• Excellent communication, negotiation, and interpersonal skills.
• Strong analytical abilities with a data-driven approach to problem-solving.
• Ability to work independently and as part of a collaborative team in a fast-paced environment.

What We Offer

• A competitive annual CTC up to ₹10 LPA, including performance-linked incentives.
• Opportunity to work in a challenging and rewarding environment.
• A chance to make a significant impact on business growth and customer loyalty.
• Professional development and career advancement opportunities.
• Collaborative and supportive team culture.