About the Role:

We are looking for a strategic and data-driven leader to own customer retention and drive long-term revenue growth. The role will be responsible for building the retention strategy, reducing churn, improving customer lifetime value, and partnering with cross-functional teams to strengthen customer relationships.

Key Responsibilities:
Retention Strategy: Build and drive the overall customer retention strategy across segments, products, and customer cohorts.
Churn Management: Identify key churn drivers and develop proactive interventions to reduce customer and revenue churn.
Customer Insights: Leverage customer, revenue, and behavioural data to identify retention prospects and improve customer lifetime value.
Revenue Growth: Drive initiatives focused on increasing customer stickiness, wallet share, cross-sell, and upsell.
Customer Experience: Partner with Sales, Operations, Product, and Customer Success teams to address customer pain points and improve experience.
Retention Programs: Design and implement targeted retention programs based on customer segmentation, behaviour, and value.
Performance Management: Define and track key metrics including retention, churn,



repeat business, revenue retention, and customer lifetime value.
Cross-functional Leadership: Influence senior stakeholders and drive organisation-wide initiatives to improve retention.
Team Leadership: Build and lead a high-performing retention team with solid analytical and execution capabilities.

Preferred Background & Skills:
7+ years of experience in Customer Retention, Customer Success, Growth, Revenue, Account Management, or related roles.
Strong experience in driving retention and revenue growth in a B2B environment.
Excellent understanding of customer lifecycle, churn management, segmentation, and customer analytics.
Solid commercial acumen with the ability to translate insights into business outcomes.
Exceptional stakeholder management and communication skills, including experience working with CXO-level stakeholders.
Solid analytical and problem-solving capabilities with a data-driven approach.
Proven ability to build teams, drive cross-functional initiatives, and operate in a rapid-paced environment.

📌 Lead Business Development Gurgaon Gurugram
🏢 Delhivery
📍 Gurugram