Product Manager - Customer Retention

About the Role:

We are looking for a Product Manager Customer Retention to build and own our retention engine across onboarding, device health, app usage, support, renewals, churn prevention, and winback.

Key Responsibilities:

- Own customer retention, renewal rate, churn reduction, and winback initiatives.

- Build customer health scoring using signals like device online/offline status, app usage, support tickets, SIM/subscription expiry, payment delays, and complaints.

- Identify at-risk customers before they churn and create proactive retention workflows.

- Work with support, sales, renewal, product, and tech teams to improve the customer lifecycle.

- Improve onboarding journeys for individual users, fleet owners, schools, and business customers.

- Create SOPs for offline device handling, renewal calling, customer escalation, replacement, and winback.

- Build dashboards for device health, renewals, churn reasons, support ageing, and customer risk.

- Use modern tools such as CRM, WhatsApp automation, AI calling, product analytics, ticketing systems, and dashboards to scale retention.

- Ensure sales promises, pricing, warranty, subscription, and support expectations are clearly communicated to customers.

- Convert customer complaints and churn reasons into product and process improvements.

What Were Looking For:

- 3-6 years of experience in product management, customer success, retention, operations, or lifecycle management.

- Strong ownership mindset and ability to work across teams.

- Good understanding of data, dashboards, customer journeys, and process improvement.

- Ability to write clear SOPs and get them implemented.

- Strong communication skills in Hindi and English.

- Practical problem-solving mindset with customer-first thinking.

Good to Have:

- Experience in GPS tracking, telematics, IoT, SaaS, logistics tech, fleet management, or subscription businesses.

- Experience with CRM, ticketing tools, WhatsApp automation, analytics dashboards, or renewal workflows.