Product Manager - Customer Retention
Human Touch · Noida · onsite · Posted 87d ago
About a minute. You'll make an account on the way through.
About this role
About the Role:
We are looking for a Product Manager Customer Retention to build and own our retention engine across onboarding, device health, app usage, support, renewals, churn prevention, and winback.
Key Responsibilities:
- Own customer retention, renewal rate, churn reduction, and winback initiatives.
- Build customer health scoring using signals like device online/offline status, app usage, support tickets, SIM/subscription expiry, payment delays, and complaints.
- Identify at-risk customers before they churn and create proactive retention workflows.
- Work with support, sales, renewal, product, and tech teams to improve the customer lifecycle.
- Improve onboarding journeys for individual users, fleet owners, schools, and business customers.
- Create SOPs for offline device handling, renewal calling, customer escalation, replacement, and winback.
- Build dashboards for device health, renewals, churn reasons, support ageing, and customer risk.
- Use modern tools such as CRM, WhatsApp automation, AI calling, product analytics, ticketing systems, and dashboards to scale retention.
- Ensure sales promises, pricing, warranty, subscription, and support expectations are clearly communicated to customers.
- Convert customer complaints and churn reasons into product and process improvements.
What Were Looking For:
- 3-6 years of experience in product management, customer success, retention, operations, or lifecycle management.
- Strong ownership mindset and ability to work across teams.
- Good understanding of data, dashboards, customer journeys, and process improvement.
- Ability to write clear SOPs and get them implemented.
- Strong communication skills in Hindi and English.
- Practical problem-solving mindset with customer-first thinking.
Good to Have:
- Experience in GPS tracking, telematics, IoT, SaaS, logistics tech, fleet management, or subscription businesses.
- Experience with CRM, ticketing tools, WhatsApp automation, analytics dashboards, or renewal workflows.
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