Sales & Retention Manager at Taj HR

Amman, Amman, Jordan -

Full Time

Start Date

Immediate

Expiry Date

10 Feb, 26

Salary

0.0

Posted On

12 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Retention, Team Leadership, Churn Reduction, Renewal Rates, Analytical Skills, Reporting Skills, Communication Skills, Data-Driven, Organizational Skills, SaaS, Telecom, BPO, CRM, Empathy

Industry

Business Consulting and Services

Description

Role Overview The Retention Manager plays a critical leadership role in maintaining and expanding customer base. This person will lead a team of Retention Specialists (RMs) responsible for renewals, churn prevention, and recovery of expired accounts. The Retention Manager will design and enforce playbooks, monitor performance metrics, and collaborate closely with Customer Success, Product, and Marketing to reduce churn and improve net retention. Key Responsibilities Lead and coach a team of 15+ Retention Managers (RMs) focused on renewals, grace-period recovery, and win-back campaigns. Build and maintain a renewal pipeline and forecasting process to track upcoming expirations, renewals, and churn trends. Develop and implement retention playbooks, including proactive renewal communication, grace-period follow-ups, and customer win-back programs. Monitor and analyze customer health, churn reasons, and renewal rates to identify improvement opportunities. Work closely with Customer Success, Product, and Marketing to address root causes of churn and improve customer lifetime value. Set clear KPIs and performance targets for the retention team (renewal rate, grace recovery, NRR, CSAT). Conduct regular coaching sessions and performance reviews to ensure consistency and quality in customer interactions. Present weekly and monthly retention reports to leadership with insights and actionable recommendations. Collaborate with Finance and Operations on renewal billing, pro-forma invoicing, and account reactivation processes. Qualifications 7+ years of experience in Customer Success, Account Management, or Retention — preferably within SaaS, Telecom, or BPO industries. At least 3 years of team leadership experience managing 5–15 people. Proven track record in reducing churn, improving renewal rates, or managing high-volume SMB portfolios. Strong analytical and reporting skills (Excel / Google Sheets / CRM dashboards such as HubSpot, Salesforce, or Metabase). Excellent communication skills in Arabic and English (written and spoken) Empathetic, data-driven, and highly organized leader with a commercial mindset. Experience working with low digital maturity SMB clients is a strong advantage.

Responsibilities

The Retention Manager leads a team focused on customer renewals and churn prevention. They design playbooks, monitor performance metrics, and collaborate with various departments to enhance customer retention.