Customer Success & Retention

About the Role We are looking for a Customer Success & Retention Manager who can manage customers, lead a customer success team, reduce churn, and ensure issues are resolved quickly. This is a hands-on leadership role requiring strong coordination with Product, App, Backend, Engineering, Payments, Support and Operations teams. Key Responsibilities Manage customer relationships and understand their business needs. Lead, support and manage the Customer Success / Retention team. Allocate tasks, monitor team performance and ensure timely follow-ups. Coach team members on customer handling, escalation management and retention. Monitor customer satisfaction and identify at-risk customers. Handle important complaints, escalations and high-priority customers. Take ownership of customer issues from reporting to final resolution. Coordinate with internal teams on POS, QR, scanning, payments, ordering, inventory, app and backend issues. Ensure customers receive regular and clear updates on open issues. Track RCA (Root Cause Analysis) for major and recurring issues. Identify repeated problems and work with Product/Engineering to prevent them. Support customer onboarding, training and product adoption. Gather customer feedback and convert it into actionable product improvements. Maintain accurate records of customer issues, escalations and resolutions. Support renewal and retention activities. Role & responsibilities

Preferred candidate profile