Retention Manager

Retention Manager (B2C / Retail)

Location Hyderabad

About the Role

We are looking for a Renewal Manager to drive retention and recurring revenue for our B2C (retail) segment. You will own the entire renewal lifecycle for our users, ensure smooth renewals of subscriptions (annual, or multi-year), and proactively prevent churn while identifying upsell opportunities. This role interfaces closely with Sales, Customer Support, Academic delivery, Product, and Marketing teams to keep our learners engaged and satisfied.

Key Responsibilities

Plan and execute the endtoend renewal journey for the B2C customer base (parents, students, and tutors) across multiple products.

Monitor renewal dashboards and proactively flag atrisk customers whose usage or engagement is low weeks before expiry.

Design and implement renewal campaigns (email, SMS, app notifications, IVR, etc.) tailored to retail parents, including limitedtime offers, earlybird discounts, and bundle renewals.

Conduct outbound outreach (calls, WhatsApp, inapp messages) to explain product value, address concerns, and guide customers through the renewal process.

Collaborate with Customer Success to resolve issues (access, timing, curriculum fit etc) before renewal deadlines.

Work with Product and Marketing to design renewalfriendly offers, pricing tiers, and trialtorenewal nudges.

Track, analyze, and report key renewal KPIs such as:

o Renewal rate (% of customers renewing).

o Churn rate before / after renewal campaigns.

o Average order value (AOV) and upsell ratio per renewal.

Maintain clean subscription records and ensure accurate renewal forecasts shared with leadership.

Convert feedback during renewal conversations into product and experience recommendations (e.g., content gaps, pricing confusion, usability issues).

Skills & Qualifications

Bachelors degree in Business, Commerce, Education, or related field; MBA is a plus.

35 years of experience in retail, B2C subscriptions, EdTech, renewals/sales.

Strong understanding of K12 education ecosystem (CBSE, ICSE, State boards, digital learning, parental expectations).

Proven track record in achieving renewal and retention targets in a fastpaced, highvolume environment.

Excellent communication and negotiation skills with parents and students (including empathy and patience).

Datadriven mindset with ability to analyze churn patterns and propose retention strategies.