Job Description:

Our 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 our 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 (Canada, Australia, US) 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.