Senior Customer Retention Manager

About

Welcome to the Jungle is shaping the future of work, leveraging content and technology to revolutionize every aspect of the employee experience. We assist companies in providing a better, more sustainable workplace experience.

Today, over 5,500 companies across various industries showcase their workplace culture on Welcome to the Jungle through exclusive content, team photos, interviews, and key statistics. Our objective is to enable companies to present themselves with increased transparency, allowing candidates to gain a deeper understanding of their people and culture.

Nearly 2.5 million unique visitors actively explore companies, apply for jobs, and engage with our original media and content each month. Our impact extends beyond the platform, resonating with a community of 1.7 million followers across various social media platforms.

Job Description

Within the Revenue team, Welcome to the Jungle has established dedicated teams to provide more personalized service to their 5,000+ clients : Sales, Onboarding, Customer Success & Account Management.

As a Senior Customer Retention Manager, you are responsible for ensuring a seamless experience for our customers throughout the cancellation process while working to reduce churn and offering tailored solutions to meet our users' needs.

Scope & Responsibilities

You will :

  • Manage complex churn requests involving multiple negotiation cycles and key stakeholders

  • Drive strategic initiatives to retain customers by identifying and offering solutions tailored to their needs

  • Lead cross-functional collaboration with Customer Success teams to anticipate customer needs and proactively prevent churn

  • Oversee deep analysis of churn-related KPIs and build high level recommendations to cross-functional teams for continuous improvement

  • Stay informed about industry trends and competitor activities

  • Lead cross-team projects and prioritize projects with high impact on the Revenue and the Customer Experience

Preferred Experience

At Welcome to the Jungle, we are all coming from (really) different backgrounds, that’s our main strength!

We invite you to apply if you are motivated and interested in HR / Tech environments and if :

  • You have approximately 6 years of experience in customer retention, account management, or Sales, ideally in a SaaS environment

  • You have excellent communication skills (both verbal and written) and the ability to manage delicate conversations with customers

  • You have a pragmatic approach & ability to find a path forward

  • You have a strong analytical mindset and are capable of interpreting churn data and extracting actionable insights

  • You are solution-oriented with a focus on customer experience, and possess strong problem-solving skills

  • You speak and write both French and English fluently.

Welcome to the Jungle aspires to promote a positive social impact. Its mission includes paying particularly close attention to fostering diversity, inclusion and equality within teams as well as within its community

Recruitment Process

  • Step 1 : Visio interview with Laurène or Leslie, Talent Acquisition Specialist (around 1 hour)

  • Step 2 : Case study at home

  • Step 3 : Visio interview with a Team Leader (around 1 hour)

  • Step 4 : Visio interview with a team member (around 1 hour)

Additional Information

  • Contract Type: Full-Time
  • Location: Paris
  • Experience: > 5 years
  • Occasional remote authorized
  • Salary: between 50000€ and 65000€ / year
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