Growth and Retention Lead

We are looking for a commercially savvy and strategically minded Customer Success Manager to join our UK team. In this role, you will shape and deliver retention and monetisation strategies that drive customer loyalty, growth, and advocacy. Working across multiple functions and markets, you will design and implement programmes that enhance the customer journey, reduce churn, and maximise value for both customers and the business.

Key Responsibilities

• Contribute to the development of the Customer Success retention and monetisation strategy, ensuring alignment with both global and UK business priorities.
• Design and deliver welcome, nurture, retention, and winback programmes for customers, including free trial conversion.
• Develop and launch innovative retention initiatives leveraging digital platforms, AI, data insights, and human-assisted interactions.
• Build and strengthen customer relationships to foster trust, loyalty, advocacy, and long-term engagement.
• Continuously refine existing initiatives to increase retention, ecosystem growth, and cross-sell opportunities.
• Partner with CX Design, CX Operations, Digital Experiences, and Analytics teams to deliver seamless, high-impact customer journeys.
• Collaborate with cross-functional teams (Sales, Product, Marketing, Data Science) to align retention activities with wider business strategies.
• Design and run controlled experiments to test and measure the impact of proposed initiatives prior to rollout.
• Create detailed playbooks covering customer journeys, process maps, resources, and success measures for new programmes.
• Programme manage the delivery of initiatives, working with outsourced BPO partners, internal teams, or digital channels.
• Establish leading and lagging indicators to measure success, and confidently present insights and outcomes to stakeholders and leadership.
• Share best practices, experiments, and results with global peers across Canada, Australia, and the US, contributing to a “global by design” approach.
• Support the development of business cases for technology and resource investment, particularly in AI and platform capabilities.

About You

• Proven track record of exceeding retention and revenue targets within a 1:many Customer Success environment.
• Strategic thinker with strong business acumen and the ability to connect Customer Success initiatives to regional priorities.
• Hands-on approach to operational excellence, with a focus on efficiency and scalability.
• Data-driven, confident in analysing results, quantifying ROI, and identifying areas for improvement.
• Strong influencing skills, able to build relationships and drive collaboration across functions and stakeholders.
• Excellent communicator, with the ability to convey complex ideas clearly and simply.

Skills & Experience

• 4+ years’ experience in Customer Success or a related role, ideally in a SaaS organisation.
• 3+ years’ experience in customer retention strategy and programme design.
• Experience managing cross-functional projects and working with external partners.
• Strong background in leveraging AI, data, and propensity models to drive proactive customer engagement.
• Degree qualified (or equivalent professional experience), preferably in a related field.

**This role is open for a limited time. Next steps will be shared with shortlisted candidates by Thursday September 4th. Due to the high volume of applicants, we may be unable to reply to each applicant individually. If you have not received a response, please assume that you have not been selected for progression to the next stage of the hiring process.