Ciferon is one of India's fastest-growing Restaurant Management Software platforms, helping restaurants streamline operations through POS, Inventory Management, CRM, Loyalty, Online Ordering, Kitchen Management, Analytics, and Business Automation. We are on a mission to help restaurants grow with technology.
Role Overview
As a Retention Manager, you will be responsible for reducing customer churn, improving customer satisfaction, driving renewals, and maximizing customer lifetime value. You will proactively engage with restaurant owners, understand their business challenges, ensure product adoption, and build long-term relationships that contribute to customer success and revenue growth. Customer retention, adoption and renewals are core success metrics for this role.
Key Responsibilities
Customer Retention
- Own customer renewal and retention targets.
- Identify customers at risk of churn and implement recovery plans.
- Conduct proactive health checks with assigned customers.
- Build long-term relationships with restaurant owners and key stakeholders.
Churn Management
- Analyze reasons for customer cancellations.
- Create action plans to reduce churn.
- Coordinate with Product, Support, Sales, and Training teams to resolve issues.
- Maintain churn reports and recommend improvements.
Renewals & Revenue Growth
- Drive timely contract renewals.
- Identify upsell and cross-sell opportunities.
- Work closely with the Sales team for expansion opportunities.
- Improve Annual Recurring Revenue (ARR) through renewals.
Customer Feedback
- Collect Voice of Customer (VOC).
- Share actionable product feedback with the Product team.
- Improve customer experience through continuous engagement.
Reporting & Analytics
- Track customer health scores.
- Monitor retention metrics and customer e