CrawlJobs Logo

Manager, Customer Experience Retention

deliveryhero.com Logo

Delivery Hero

Location Icon

Location:
United Arab Emirates , Dubai

Category Icon
Category:
-

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Description:

As a Manager, Cx Retention Strategy, you will be critical in shaping and optimizing customer retention policies through deep data analysis and behavioral insights. You will manage our regional compensation budget and support the Regional CX Operations and Local Markets by analyzing customer behavior patterns, identifying misuse trends, and evaluating the business impact of proactive and reactive compensation-related initiatives. This role is highly analytical and requires strong skills in Excel and Looker and a data-driven mindset to translate findings into actionable recommendations. You will collaborate closely with cross-functional teams — including Policy, Product, Data Science, and Finance — to ensure our compensation strategies are efficient, fair, and aligned with broader CX and business goals. If you are passionate about improving customer experience while balancing cost efficiency and policy integrity, this is an exciting opportunity to make a measurable impact in a dynamic environment.

Job Responsibility:

  • Provide quantitative insights to support CX Operations and Policy teams, helping drive deep-dive analysis on customer behavior across regions and segments
  • Monitor trends in usage, redemption, misuse, and eligibility to recommend policy refinements
  • Identify anomalies or patterns of abuse in compensation and refund behaviors
  • Support A/B testing and experimental design to assess the impact of policy or process changes
  • Quantify the impact of compensation initiatives on customer retention, order frequency, and cost
  • Track and report on CX and compensation-related KPIs in weekly/monthly business reviews
  • Build and maintain dashboards that provide real-time visibility into compensation performance and customer behavior
  • Ensure transparency of key metrics across regions, highlighting risks, improvements, and actions
  • Partner with markets and product teams to improve data accuracy and tracking mechanisms
  • Support the design and implementation of compensation-related initiatives, including business cases for new compensation/ CX interventions or policy updates
  • Collaborate with Policy, Fraud, and Product teams to evaluate and mitigate misuse or inefficiencies in the current setup
  • Drive quantitative recommendations that balance customer satisfaction with business efficiency

Requirements:

  • Bachelor's or Master's in Business, Data Analytics, Economics, Statistics, or a related field
  • 5+ years of experience in data analytics, business intelligence, or performance management — preferably in e-commerce, CX, or compensation-related roles
  • Strong proficiency in Excel
  • ability to manage and analyze large datasets
  • Experience with SQL is a must and BI tools (e.g., Looker, Tableau) is highly preferred
  • Prior experience working with CX or financial performance metrics (retention, frequency, refund behavior, etc.) is a plus
  • Strong analytical and critical thinking skills
  • comfortable navigating ambiguity and turning data into clear insights
  • AI first mindset to build solutions faster
  • High attention to detail
  • ability to detect subtle behavioral trends and anomalies
  • Excellent communication skills
  • able to present complex findings clearly to non-technical stakeholders
  • Proactive, self-driven, and capable of working across teams to drive cross-functional alignment
  • Strong organizational and time management abilities in a fast-paced, deadline-driven environment

Nice to have:

Prior experience working with CX or financial performance metrics (retention, frequency, refund behavior, etc.) is a plus

Additional Information:

Job Posted:
April 25, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Icon
Delivery Hero - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Manager, Customer Experience Retention

Senior Customer Success Manager

We're looking for a Senior Customer Success Manager, with at least 4 years of ex...
Location
Location
United States
Salary
Salary:
Not provided
clientsuccess.com Logo
ClientSuccess
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • At least 4 years of experience as a Customer Success Manager in a high-engagement environment
  • Proven experience managing a portfolio of 50-70 customers, with a strong track record of success
  • MUST have experience using a Customer Success Management Platform
  • Comprehensive experience with Customer Success best practices
  • Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts
  • Strong follow-up skills, ensuring that customer needs and expectations are consistently met
  • Demonstrated project management experience, with the ability to lead and manage multiple projects simultaneously
  • Ability to work in a fast-paced, dynamic environment
  • Strong problem-solving skills, with a proactive and solutions-oriented mindset
Job Responsibility
Job Responsibility
  • Customer Management: Serve as the point of contact for a portfolio of 50-70 customers, ensuring their needs are met and value is continuously delivered
  • Customer Engagement: Develop and maintain strong, trusted relationships with customers, ensuring high engagement and satisfaction
  • Retention & Growth: Proactively identify opportunities for upselling and cross-selling, working closely with sales and product teams to drive customer growth
  • Project Management: Lead and manage ongoing projects, ensuring timelines and goals are met. Partner with the Director, Success Services to manage Onboarding and Renewals
  • Communication & Follow-Up: Maintain regular, proactive communication with customers, providing updates, gathering feedback, and addressing any concerns
  • Risk Management: Identify at-risk accounts and develop strategies to mitigate churn, ensuring customer retention
  • Customer Advocacy: Act as a customer advocate within ClientSuccess, providing insights to product and leadership teams to enhance our offerings
  • Reporting: Track and report on key customer success metrics, including customer health, satisfaction, and retention
What we offer
What we offer
  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • A collaborative and supportive work environment
  • The chance to make a significant impact on our customers and our company
  • Fulltime
Read More
Arrow Right

Customer Success Account Management Team Manager

ANS Group are a 750+ team of technology specialists and business experts. We del...
Location
Location
United Kingdom , Manchester
Salary
Salary:
Not provided
ans.co.uk Logo
ANS Group
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven track record managing a client-facing team within a digital services organisation
  • Demonstrable experience in a similar management role within a Customer Success Account Management or Sales Account Management role
  • Experience leading and developing high-performing customer success or account management teams within a digital services environment
  • Strong commercial acumen and a deep understanding of strategic account management
  • Exceptional stakeholder management, communication, and coaching skills
  • Ability to use data-driven insights to inform strategy and performance
  • Skilled at collaboration across departments, managing change, and championing customer experience improvements
  • Experience in running the end-to-end sales process across Enterprise size customers, supporting the team to identify, close and deliver solutions across Cloud, Data and Security
  • Natural ability to influence senior leaders and board members
  • Exceptional communicator, skilled in engaging presentations, negotiations, escalation resolution, and Exec forums
Job Responsibility
Job Responsibility
  • Lead and execute the customer success account management growth targets across Tier 3,4 & 5 customers
  • Lead and drive the end-to-end customer experience for post-sale account management with a keen eye on NRR
  • Act as the voice of the customer at a senior manager level
  • Ensure all post-deal customer activities from handover of upsell opportunities won to renewals are executed to meet or excel customer expectations
  • Influence the business forecast for renewals and upsell
  • Drive customer culture across the department as the customer champion improving revenue growth, driving retention, and growing long-term partnerships
  • Reduce customer churn
  • Coach the team to drive value-driven and strategic conversations with customers
  • Provide an escalation route
  • Ensure solutions and products proposed to customers are fit for purpose
What we offer
What we offer
  • 25 days’ holiday
  • Buy up to 5 more days holiday
  • Birthday off
  • Extra celebration day
  • 5 days’ additional holiday in the year you get married
  • 5 volunteer days
  • Private health insurance
  • Pension contribution match
  • 4 x life assurance
  • Flexible working
  • Fulltime
Read More
Arrow Right

Solutions Operations Manager - Scaled Customer Experience

We’re looking for an analytical and experienced Solutions Operations Manager to ...
Location
Location
United States , San Francisco
Salary
Salary:
128700.00 - 153725.00 USD / Year
intercom.com Logo
Intercom
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s Degree
  • 5+ years of experience in Solutions Operations, ideally directly supporting Scaled & Digital teams within a high-growth SaaS or AI company
  • Salesforce Skills: Reporting, dashboards, data integrity, user administration, etc.
  • Tableau knowledge: Experience providing business requirements for dashboards
  • Customer Success Platform Experience: Vitally or similar
  • Advanced Data Modeling & Analytics: Expert Excel/Google Sheets
  • translate complex data into actionable insights
  • Strong Project Management: Manage multiple projects from scope to delivery
  • organized & detail-oriented
  • Clear Communication: Concise written/verbal skills
Job Responsibility
Job Responsibility
  • Design, refine, and manage scalable processes that improve how our Scaled teams plan, deliver, and measure impact
  • Build data-driven frameworks and dashboards that bring visibility to performance, forecasting, risk identification, and business outcomes - including metrics that quantify customers’ Fin performance (our AI Customer Support Agent), and customer retention
  • Quantify the impact of scaled programs (e.g., webinars, academies, in-product education) by tracking adoption, engagement, and their effect on Fin performance and commercial outcomes
  • Partner with the Scaled, Digital and Voice of Customer (VOC) teams to ensure program execution and reporting are tied to key targets
  • Analyze trends and surface insights that influence strategic decisions and operational priorities
  • Partner with cross-functional teams (Sales, Analytics, Finance, RevOps) to align strategy, goals, and execution
  • Own and continuously improve operational systems and tools - such as Vitally, Salesforce, and our internal VOC tooling - that power day-to-day execution
  • Serve as a trusted advisor, providing clear points of view, recommendations, and structure in a fast-changing environment
What we offer
What we offer
  • Competitive salary and meaningful equity
  • Comprehensive medical, dental, and vision coverage
  • Regular compensation reviews - great work is rewarded!
  • Flexible paid time off policy
  • Paid Parental Leave Program
  • 401k plan & match
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family!
  • Fulltime
Read More
Arrow Right

Customer Success Manager

We're expanding our Post-Sales team in Hyderabad and looking for experienced Cus...
Location
Location
India , Hyderabad
Salary
Salary:
Not provided
highspot.com Logo
Highspot
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of consulting, services, customer success, or account management experience, directly managing customers and customer relationships
  • Excellent communication skills (verbal, written, presentations) and the ability to synthesize and summarize complex problems for an executive audience both internally and externally
  • Strong collaboration skills to influence and gain alignment across internal and external stakeholders
  • Proven ability to consult with customers at all levels of seniority to understand their business goals and to craft and deliver plans to exceed customer expectations for value
  • Ability to thrive in ambiguous situations and is excited to create structure and process as we go for our largest customers
  • Prioritizes customer experience with a focus on customer satisfaction and retention. You strive to understand clients’ strategic business goals, deploy critical thinking in leading and executing your portfolio, anticipate future needs, and determine solutions.
  • Believes profitable customer relationships are founded on respect and that growth and expansion come from cultivating relationships. You have shown the capacity to develop relationships and optimize enterprise customer accounts, you understand what it means to evangelize your product.
  • Excited about the ways products can be used to accelerate business goals. You have a strong intuition for business and an admiration for driving software solutions.
  • Loves to learn about sophisticated technical products and to understand the intricacies of how they work.
  • A teammate with a high level of integrity and a desire to assist your team. You stay calm in the face of technical and/or customer challenges. You corral the right people to resolve and infect others with your can-do spirit.
Job Responsibility
Job Responsibility
  • Analyze customer usage data to identify trends, areas for improvement, and opportunities for increased engagement. and proactively address risks to ensure retention.
  • Develop actionable insights and recommendations based on data analysis to inform strategic decisions and help customers achieve their goals.
  • Proactively identify and mitigate customer risks by monitoring adoption metrics and sentiment analysis, escalating issues as needed to ensure retention and growth.
  • Develop account maps, identifying key players, and understanding customer’s businesses via 10k and other publicly available information.
  • Enable customers to realize the full value of the Highspot platform and be able to articulate that value throughout their company. Deeply understand customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement.
  • Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals
  • in the event of key customer stakeholder turnover, you seek and build replacement relationships.
  • Collaborate with your Account Management partners on account strategy and execution.
  • Identify expansion and upsell opportunities to drive revenue growthIdentify and position add-on services to support customers in achieving their business outcomes and maximizing ROI
  • Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teamsKey
  • Fulltime
Read More
Arrow Right

Senior Customer Experience Architect

We are seeking an experienced Customer Support Leader to join our Professional S...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
intercom.com Logo
Intercom
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree in a relevant field or equivalent practical experience
  • Experience as a Customer Support Leader (Manager, Director or above) with extensive knowledge of the challenges facing Customer Support departments today
  • Deep understanding of customer support processes and workflows, including ticketing systems, knowledge bases, and customer communication channels
  • Proven experience in customer support system implementation
  • experience with Intercom, Zendesk, FreshDesk or similar customer support platforms is highly desirable
  • Excellent problem-solving skills, with the ability to analyze complex requirements and propose effective solutions
  • Excellent communication and presentation skills, with the ability to build relationships with customers and internal stakeholders
  • Ability to handle multiple client projects simultaneously and prioritize tasks effectively
  • Passion for delivering exceptional customer service and driving customer success
Job Responsibility
Job Responsibility
  • Develop an In-depth Understanding of Customer Needs: Immerse yourself in our customers’ unique service strategies and challenges to identify AI-first opportunities that transform their support operations
  • Lead Strategic Insight and Alignment Sessions: Facilitate workshops with customer stakeholders to align on goals, explore AI-driven solutions, and drive key decisions that impact customer experience and operational efficiency
  • Drive AI-First Adoption and Success: Guide customers in adopting and fully integrating our AI-driven Customer Service product, Fin, to enhance customer experiences, streamline workflows, and maximize retention
  • Design Customized Support Models: Work with customers to develop tailored, AI-driven service models and strategic roadmaps that optimize their workflows and elevate support outcomes
  • Provide Data-Driven Recommendations: Offer prioritized, actionable insights and continuous optimization strategies backed by data analysis, supporting measurable improvements in customer service
  • Promote Continuous Improvement and Best Practices: Develop and share best practices and insights that support impactful implementations, enhancing customer experience across our Professional Services team
  • Collaborate Cross-functionally for Customer Success: Serve as a strategic connector between Customer Success, Product, and Sales, providing insights to enhance both customer outcomes and product innovation
  • Build a Knowledge Repository: Capture learnings from client engagements to create a scalable knowledge base, supporting consistency and high-quality results across future projects
What we offer
What we offer
  • Competitive salary and equity in a fast-growing start-up
  • We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
  • Regular compensation reviews - we reward great work!
  • Pension scheme & match up to 4%
  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
  • Flexible paid time off policy
  • Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
  • If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
  • Fulltime
Read More
Arrow Right

Senior Customer Success Manager

Are you an experienced Customer Success professional ready to lead, inspire, and...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
dynamicsearch.co.uk Logo
Dynamic Search Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven experience in Customer Success, Account Management, or Client Services, ideally within an MSP, IT services, or cloud environment
  • Strong commercial acumen, with a track record in renewals, upselling, and cross-selling
  • Excellent communication, relationship-building, and stakeholder management skills
  • Ability to manage multiple accounts and priorities in a fast-paced environment
  • Experience mentoring or coaching customer success professionals, especially across remote or international teams
  • Familiarity with CRM or PSA platforms (e.g. HubSpot, Halo)
  • Knowledge of cybersecurity, managed services, cloud technologies, and ITIL best practices
Job Responsibility
Job Responsibility
  • Take ownership of a portfolio of strategic UK-based managed service clients, driving satisfaction, retention, and growth
  • Serve as a trusted advisor, aligning services to client business goals and identifying opportunities for innovation
  • Provide leadership and commercial guidance to a team of Customer Success Managers based overseas
  • Drive renewals, upsells, and cross-sells, particularly across managed security and cloud services
  • Lead client engagement through proactive check-ins, strategic reviews, and relationship development
  • Partner with internal technical, new business, and operations teams to ensure seamless delivery
  • Monitor account health and client feedback to identify risks and opportunities for expansion
  • Support the onboarding of new clients to ensure smooth adoption and integration of services
  • Act as an escalation point for client concerns, providing clear communication and swift resolution
What we offer
What we offer
  • up to £15,000 performance-based bonus
  • Fulltime
Read More
Arrow Right

Customer Success Manager

As a Customer Success Manager, you will be responsible for building successful c...
Location
Location
United States , San Francisco
Salary
Salary:
93500.00 - 120000.00 USD / Year
https://clevertap.com/ Logo
CleverTap
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience in owning customer value delivery and training customers how to use an advanced SaaS marketing platform
  • Overall 4-6 years experience and 2-3 years Customer Success Manager or Account Manager experience, preference for marketing, agency, or consulting experience
  • Strong communication and consulting skills with technical aptitude. Can confidently project manage a technical project with many moving pieces
  • Flexibility to travel 10% - 15% of your schedule
Job Responsibility
Job Responsibility
  • Wow your customers by building successful consultative relationships based on proactive consulting, product enablement, sharing industry best practices, and a keen understanding of their business
  • Learn your customer desired business outcomes and drive CleverTap product adoption to help customers realize CleverTap value (build Success Plans)
  • Develop a network of champions within each account through education, coaching, and strong influencing skills
  • Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews
  • Drive growth and retention by working with customers through upsells and renewals
  • Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals
  • Practice and build your ongoing industry acumen expertise in order to teach your customers trends and best practices for omni-channel marketing automation
  • Provide guidance for customer use cases with current product offering, set expectations on product innovation roadmap, and open product idea requests to share customer feedback with CleverTap product leadership
  • Regularly enlighten our customers with insights gleaned from their own data and industry trends
  • Ensure customers get maximum value from CleverTap by leveraging full platform functionality
What we offer
What we offer
  • Be a part of a global growth stage startup
  • Work in a fast-paced, dynamic environment where your contribution matters
  • You are passionate about technology and its impact on the high growth mobile technology space
  • Innovate at scale, with learning opportunities
  • Fulltime
Read More
Arrow Right

Customer Success Manager

We are looking for an experienced Customer Success Manager to join our Post-Sale...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
highspot.com Logo
Highspot
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven ability to consult with customers at all levels of seniority to understand their business goals and to craft and deliver plans to exceed customer expectations for value
  • 3-5 years of consulting, services, customer success, or account management experience
  • Excellent communication skills (verbal, written, presentations) and the ability to synthesize and summarize complex problems for an executive audience both internally and externally
  • Strong collaboration skills to influence and gain alignment across internal and external stakeholders
  • Ability to thrive in ambiguous situations and is excited to create structure and process as we go for our largest customers
  • Prioritizes customer experience with a focus on customer satisfaction and retention
  • Believes profitable customer relationships are founded on respect and that growth and expansion come from cultivating relationships
  • Excited about the ways products can be used to accelerate business goals
  • Loves to learn about sophisticated technical products and to understand the intricacies of how they work
  • A teammate with a high level of integrity and a desire to assist your team
Job Responsibility
Job Responsibility
  • Customer Relationship Ownership: Serve as the face and voice of Highspot to customers in your portfolio
  • Deeply understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement
  • Manage relationships with solution owners to drive product usage and engagement
  • Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels
  • Strategic Account Planning: Collaborate with customers to develop a mutual value plan
  • Analyze your portfolio, identify risks and opportunities, and prioritize for impact
  • Collaborate with your Account Management partners in the event of renewal risk
  • You will be responsible for identifying expansion opportunities
  • Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges
  • Value Realization: Help customers realize the full value of the Highspot platform
What we offer
What we offer
  • Competitive compensation including equity
  • Flexible Leave Balance
  • Holiday week off between Christmas and New Year
  • Private medical insurance for you and your dependents
  • 4 x death in service benefit
  • Income protection insurance
  • Company social events throughout the year
  • Meaningfully contribute to a compelling vision
  • Quarterly Recharge Fridays (paid days off for mental health recharge)
  • Access to Coaches and Therapists through Modern Health
  • Fulltime
Read More
Arrow Right
Remote jobs Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Germany Jobs Ireland Jobs Poland Jobs
Company
Blog Salaries Tools About Us FAQ Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
CrawlJobs Group
ITFlashcards AllDevBlogs
© 2026 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy