Customer Retention Manager

About the Company

At Mitchell 1, we provide innovative software solutions that enhance the customer experience and drive business success. Our mission is to empower businesses with the tools they need to thrive in a competitive landscape, fostering a culture of collaboration, integrity, and excellence.

This position is an in-office full-time role, Monday-Friday, that is located at the Mitchell 1 headquarters in the San Diego office.

About the Role

The Customer Retention Manager is responsible for leading subscription renewal and save-strategy operations across Mitchell 1’s software product portfolio. This leader oversees programs to retain customers at risk of canceling or downgrading, ensuring a proactive, exceptional customer experience at every stage of the retention journey.

Responsibilities

• Lead and continually optimize the customer retention programs across all subscription products.
• Serve as the operational interface between senior leadership, retention specialists, and cross-functional stakeholders.
• Use key metrics and leading indicators to understand performance, identify root causes, and prioritize initiatives.
• Develop, execute, and report on retention and save campaigns.
• Conduct regular call monitoring and customer experience assessments.
• Conduct root-cause analyses and drive enhancements to tools, processes, and campaigns.
• Provide insights to Product, Marketing, and leadership.
• Manage a team of survey callers, who identify customer concerns, and an account-care agent, who calls at-risk customers.

Qualifications

• Bachelor’s degree in Marketing, Business, or related discipline.
• 5 years of SaaS customer retention, customer success, or subscription experience.
• Leadership experience in a customer service or retention environment.
• Strong data analytical and problem-solving skills.
• Outstanding communication and stakeholder alignment skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with MS Office Suite, including Copilot and related tools.

Required Skills

• Strong data analytical and problem-solving skills.
• Outstanding communication and stakeholder alignment skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with MS Office Suite, including Copilot and related tools.

Preferred Skills

• Leadership experience in a customer service or retention environment.
• 5 years of SaaS customer retention, customer success, or subscription experience.

Equal Opportunity Statement

Mitchell 1 is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.