Customer Retention Manager

Are you a commercially minded leader with a passion for turning great customer relationships into lasting revenue? Join our Commercial team as a Customer Retention Manager in Plattekloof, where you'll own the retention, re-signing and commercial growth of Herotel's existing Retail and Business customer base by leading our Protect and Grow teams. 

This role is perfect for someone who thrives on data-driven decision making, builds high-performing teams and knows how to turn a proactive customer experience into retained and expanded revenue.

What you'll do:

• Own retention of the Retail and Business base and deliver agreed net revenue retention (NRR) and logo-retention targets through the Protect team
• Identify at-risk accounts proactively and run structured save and win-back interventions
• Lead the renewal, re-sign and re-negotiation cycle, securing on-time renewals and protecting or improving contract value
• Analyse churn root causes and feed insights back into product, pricing, service and onboarding
• Lead the Grow team to drive upsell and cross-sell across the existing customer base, handing over new or complex opportunities to the Sales team while retaining relationship ownership
• Act as the primary point of contact for Retail and Business customer escalations, coordinating internal teams for timely resolution
• Build collaborative relationships across Sales, Service Delivery, Operations, Support, Billing and Product to ensure customer commitments are delivered
• Lead, coach and performance manage the Protect and Grow teams through their team leaders
• Set and cascade individual and team targets, and hold team leaders accountable for delivery
• Build team capability through onboarding, coaching, quality reviews and career development
• Represent the voice of the customer and champion continuous improvement across the customer journey
• Maintain retention, expansion and health dashboards, at-risk registers and renewal calendars, and report regularly to leadership

What you'll need:

• Grade 12
• A National Diploma in Business Management, Marketing or Sales Management, or equivalent
• Certifications in customer success, account management or sales are advantageous
• 3 to 5 years' experience in account management, customer success, retention or a B2B commercial role, including at least 2 years leading a team
• A proven track record of retaining, re-signing and growing an existing customer base against retention and revenue targets
• Experience owning customer escalations and driving cross-functional resolution
• Experience leading or coordinating both a service/retention function and a sales/growth function is strongly preferred
• Strong commercial and analytical ability, comfortable working with data, dashboards and forecasts
• Excellent relationship building, negotiation and communication skills
• Experience in telecommunications, ISP, IT or technology sectors is preferred
• A valid driver's license and own transport, with the ability to travel nationally as required

What we offer

• Exposure to a dynamic workplace
• A chance to grow your skills through our internal academy
• A friendly, team-driven environment
• Group Risk Benefits
• Medical Benefits
• Health and Lifestyle Programmes

Important Disclaimer

• Please ensure that the information you provide in your application is true, accurate, and correct.
• Preference will be given to candidates from Designated Groups, as defined by the Employment Equity Act and in line with Herotel's Employment Equity Plan.
• By submitting an application, you consent to the processing of your personal information in accordance with POPIA for recruitment purposes. For more details on how we handle personal information, please refer to our Privacy Policy on our website.
• If you do not hear from us within 14 days, please consider your application unsuccessful.