Customer Retention Manager
Measure Square Corp was founded in 2001 in Pasadena, California, with a mission to bring to market the best software for on-site floor measures and commercial flooring takeoff. Over the years, generations of our products have shaped the flooring industry, with efficiency, accuracy, and professional results. Since inception, the customer base has grown to over 4,000.
Measure Square Corp strives to be a provider of world-class measure estimating technology, based on the following core values:
--Ensure customer success by engaging customers to achieve their expected results
--Provide prompt response to customer needs
--Strive for teamwork and self-driven management
We’re looking for a team member who gets things done!
The Role
Key Objectives
- Develop and execute customer retention strategies to reduce churn rates and increase customer loyalty.
- Collaborate with cross-functional teams to enhance the overall customer experience.
- Monitor and analyze customer feedback and data to identify trends and areas for improvement.
- Implement programs and initiatives to increase customer engagement and satisfaction.
Responsibilities
- Design and manage customer retention programs and campaigns.
- Analyze customer data to identify at-risk customers and develop targeted intervention strategies.
- Conduct regular check-ins and follow-ups with customers to ensure satisfaction and address any issues.
- Develop and maintain strong relationships with key customers.
- Work closely with the Customer Success, Sales, and Marketing teams to align retention efforts with overall business goals.
- Track and report on key retention metrics, providing insights and recommendations for improvement.
- Lead customer feedback initiatives, including surveys, interviews, and focus groups.
- Create and deliver training programs to ensure the team is equipped to support retention efforts.
- Stay current with industry trends and best practices in customer retention and engagement.
What you need
- Bachelor’s degree in Business, Marketing, or a related field.
- 2+ years of experience in customer success, account management, or a related role within a SaaS company.
- Proven track record of developing and implementing successful customer retention strategies.
- Strong analytical skills with the ability to interpret data and translate it into actionable strategies.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively with cross-functional teams.
- Proficiency in CRM and customer success software.
- Strong problem-solving skills and attention to detail.
- Ability to manage multiple projects and priorities simultaneously.
--A self-starter who has great communication skills and can work independently, but thrives in a team atmosphere
--Positive attitude
--Eagerness to learn and improve skill sets
Bonus Points
--Familiarity with construction, flooring or CAD software
--Experience working with Zoho Desk and CRM
-- Experience working at a B2b SaaS company
Benefits
--We are proud to offer to all our employees: Medical, Dental, & Vision insurance, 401K (all based on certain requirements)
--Hours: Full time; 7am - 4pm (can vary depending on the shift)
Job Type: Full-time
Job Type: Full-time
Pay: $20.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Education:
- High school or equivalent (Required)
Experience:
- customer service: 1 year (Preferred)
- Account management: 1 year (Preferred)
Ability to Relocate:
- Pasadena, CA 91101: Relocate before starting work (Required)
Work Location: In person