Customer Success Manager, Early-Stage Retention - ENF

Enformion is a dynamic powerhouse in data intelligence and AI-powered identity verification, delivering next-generation fraud prevention and risk management solutions. They are seeking an experienced Customer Success Manager to lead proactive early-stage retention efforts, focusing on identifying customer risk and driving engagement to prevent churn.

Responsibilities:

• Own proactive retention outreach for customers showing signs of declining usage, reduced engagement, billing concerns, or churn risk
• Manage a dedicated book of accounts, serving as the primary point of contact for ongoing relationship management and retention efforts
• Lead customer conversations focused on stabilization, adoption improvement, operational friction, training gaps, and relationship recovery
• Develop and execute account-level retention action plans and coordinate cross-functional resolution paths
• Monitor Power BI retention and revenue movement reporting on a recurring basis
• Document customer risks, engagement efforts, and outcomes within HubSpot
• Identify recurring churn drivers and provide actionable feedback to leadership on trends and operational gaps
• Support the development and scaling of retention workflows, playbooks, and operational processes
• Manage retention-focused contract discussions, including drafting non-commissionable contract updates and stabilization agreements

Requirements:

• 5+ years of Customer Success, Account Management, or Retention experience
• Proven experience managing complex, escalated customer relationships