Our client is a leading enterprise software organization serving a large base of SMEs with business-critical ERP solutions. The company operates at scale, with a strong partner ecosystem and a subscription-led model focused on long-term customer value, product adoption, and retention.

• Churn & Renewal Ownership

Own end-to-end logo churn and revenue churn as a core KPI.

Drive high renewal rates across cohorts with minimal leakage of due renewals.

Build predictable renewal outcomes through structured engagement and intervention models.

-Renewal Process & Engagement Excellence

Design and execute a standardized customer engagement cadence across lifecycle stages.

Build and manage high-conversion renewal funnels with clear stage governance.

Improve renewal turnaround time and eliminate last-minute firefighting.

-Early Warning & Churn Prevention

Develop churn prediction models using product usage, support data, payment behavior, and partner inputs.

Segment customers by churn risk and run targeted save programs for high-risk accounts.

-Retention Desk & Escalation Management

Set up and lead a central retention / save desk.

Act as the final escalation point to resolve product, pricing, or service-related churn risks.

Ensure closure SLAs and recovery outcomes for at-risk customers.

-Partner & Channel Governance

Ensure partners actively drive renewals alongside new sales.

Track partner-wise churn performance and design retention-linked incentives.

Prevent partner-led renewal leakage or neglect.

-Lapsed Customer Recovery

Lead structured win-back programs for expired customers based on churn reason and tenure.

Drive reactivation campaigns to recover lost revenue.

-Data, RCA & Operating Cadence

Own churn root cause analysis at scale and drive systemic fixes with product, sales, and support teams.

Track and publish key retention metrics through dashboards and reviews.

Run weekly churn and renewal reviews with senior leadership.

-Team Building & Culture

Build and lead a high-intensity renewals and retention team.

Train teams and partners on objection handling, save techniques, and customer communication.

Embed a “retention-first” mindset across the organization.

-6–10+ years of experience in renewals, retention, or customer success within SaaS/ERP or subscription-based businesses.

-Proven track record of reducing churn and driving high renewal rates at scale.

-Strong data and process orientation with experience in cohort analysis, CRM, and dashboards.

-Excellent stakeholder management skills with the ability to lead teams and influence cross-functional partners.

-A high-impact role owning one of the most critical business metrics: retention and churn.

-Opportunity to build a best-in-class renewals and retention engine at scale.

-Strong visibility with senior leadership and influence across product, sales, support, and partners.

-Competitive compensation with performance-linked upside and long-term career growth.