Lead the Retention team, ensuring team performance, development and continuous improvement;
Coordinate the handling of cancellation requests, ensuring speed, quality and consistency in negotiations;
Build and evolve strategies to reduce churn, retain revenue and recover at-risk customers;
Conduct complex negotiations with strategic customers, seeking alternatives that preserve value for both parties;
Monitor retention, churn, revenue recovery, cancellation reasons and operational performance indicators;
Identify patterns and causes of cancellations, turning insights into action plans together with the responsible areas;
Partner with Customer Success, Support, Product, Finance and Sales to address the main causes of customer loss;
Ensure the execution of processes, policies and retention best practices across the operation;
Support executive leadership with analyses and presentations on portfolio behavior, risks and retention opportunities;
Foster a results-oriented culture focused on customer experience and continuous improvement.

Experience in Retention, Customer Relationship or related areas;
Experience with negotiation and cancellation reversal;
Experience leading teams and managing performance;
Strong analytical skills to interpret metrics and make data-driven decisions;
Ability to conduct strategic conversations and complex negotiations;
Excellent communication and the ability to influence stakeholders across the company;
Knowledge of retention metrics, churn, recurring revenue and account health;
Resilient, results-oriented profile with a focus on problem solving;
It will be a plus if you have:
Experience in B2B SaaS companies;
Experience managing recurring portfolios and subscription revenue;
Knowledge of CRM and Customer Success tools;
Experience building churn prevention strategies;
Previous experience in retention operations with revenue and recovery targets;
Knowledge of data analysis and BI tools.

Meal allowance/Food voucher of R$55.00 per working day (Benefits Card);
Transport voucher or fuel allowance;
Bradesco Health Plan with no monthly fee and no copayment (monthly fee only charged for dependents);
OdontoPrev Dental Plan, fixed monthly fee of R$21.91;
Therapy: Partnership with Psicologia Viva
3 free sessions per month;
Online courses ranging from Culinary to Postgraduate (Qualifica);
Access to all courses from Escola de Pessoas;
Home office allowance of R$60.00 (Benefits Card);
Perks (on-site manicure, balanced snacks, among others);
Day off in your birthday month;
English course (English Pass);
Totalpass;
Childcare assistance for parents with children up to 3 years;
Assistance for a special dependent (also extended to parents);
Payssego (salary advance);
Ânima ecosystem partnership (discounts on undergraduate and postgraduate courses at group institutions);
Partnerships with OnHappy and SESC;
Annual award/bonus;
Super flexible dress code.

Retention Manager

Key skills