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 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