Senior Manager, Customer Retention and Operations

Responsibilities

• Lead and manage a team focused on customer retention and renewals
• Proactively identify customer churn risks, engagement gaps, and revenue-impacting issues
• Drive customer satisfaction, retention, and renewal performance
• Handle customer escalations and ensure timely resolution
• Monitor team KPIs, productivity, and operational performance
• Collaborate with cross-functional teams including Sales, Support, Finance, Growth, Tech, and Operations
• Conduct team reviews, coaching sessions, and performance management
• Prepare weekly/monthly reports, presentations, and business updates
• Drive process improvements and operational excellence

Requirements

• 7+ years of experience in Customer Retention, Customer Success, Renewals, or Sales
• Proven experience leading teams in a revenue-centric environment
• Strong ability to identify customer risk indicators, churn patterns, and revenue leakage opportunities
• Excellent analytical and problem-solving skills with the ability to derive actionable insights from data
• Strong communication, presentation, and stakeholder management skills
• Proficiency with Freshdesk and Ameyo
• Strong working knowledge of Google Sheets and MS Excel

Preferred Qualifications

• Knowledge of Power BI and reporting dashboards

About the Company

DrinkPrime is a fast-paced, revenue-focused organization dedicated to delivering exceptional customer experiences and driving long-term business growth through operational excellence.