The posting
Head of Support & Retention
## Company Overview Not specified.
## Job Summary The Head of Support & Retention is responsible for overseeing customer support operations and driving customer retention and renewals for Marg Books, a billing and accounting software company serving Indian SMBs and retailers. This role ensures high-quality post-onboarding support, proactive engagement, and effective renewal management to sustain growth and customer satisfaction. The position plays a critical role in maintaining the health of the customer base, reducing churn, and maximizing revenue retention.
## Responsibilities - Build and manage a multi-channel support team (phone, chat, email, WhatsApp) to handle post-activation customer queries, including billing issues, feature questions, GST-related queries, and troubleshooting. - Define, monitor, and enforce SLAs for response and resolution times, conducting root cause analysis when SLAs are missed. - Identify recurring issues and collaborate with Product and Tech teams to address root causes, reducing repetitive support tickets. - Implement automation and self-serve solutions such as chatbots, WhatsApp flows, knowledge bases, FAQs, and video guides to scale support operations efficiently. - Develop and maintain a tiered support model (L1/L2/L3) to route queries effectively, monitor cost per ticket, and optimize support costs as volume grows. - Track customer retention metrics monthly, segmenting by customer type, region, tenure, and usage patterns to identify at-risk cohorts. - Build early-warning systems to proactively identify customers at risk of churn based on signals like declining login activity, support tickets, unresolved escalations, and engagement gaps. - Segment customers by value and risk, applying targeted engagement strategies, including proactive outreach for high-value or high-risk accounts. - Conduct structured exit analysis for churned customers to identify causes and share insights with relevant teams for improvement. - Run win-back programs for recently churned customers where issues are addressable. - Own the renewal pipeline, initiating outreach 45-60 days before renewal, assessing satisfaction, and closing renewals. - Forecast renewal revenue by segment and account health, providing visibility to leadership. - Identify upsell and cross-sell opportunities during renewal conversations and route them appropriately. - Track and report key metrics such as renewal rate, retained revenue, churned revenue, and net revenue retention weekly. - Hire, develop, and lead support and retention teams, planning hiring 2-3 months ahead based on growth forecasts. - Ensure a smooth handover process from the Implementation team, with documented training status, open issues, and engagement levels. - Create standardized playbooks, escalation matrices, and quality audit frameworks to ensure consistent service quality. - Deliver weekly reports on support volume, SLA adherence, CSAT/NPS, retention, churn, and renewal pipeline status.
## Qualifications - 6+ years of experience in customer support operations, retention management, renewals, or customer success, preferably within SaaS or software companies serving SMBs. - Proven track record of owning and achieving retention or renewal targets with measurable improvements. - Operationally rigorous, with a focus on SLAs, resolution times, CSAT, and cost per ticket. - Experience deploying support automation tools such as chatbots, IVR, ticketing systems, and WhatsApp automation. - Strong analytical skills with the ability to use data to diagnose trends, identify at-risk segments, and prioritize interventions. - Familiarity with billing, accounting, or ERP software is a significant advantage. - Ability to operate effectively in a high-growth environment with rapidly increasing customer base and support volume. - Educational qualifications: Not specified.
## Preferred Skills - Experience in support automation and self-serve solutions. - Strong leadership and team management capabilities. - Excellent communication and stakeholder management skills. - Knowledge of Indian SMB market and retail sector. - Ability to develop scalable processes and frameworks for support and retention.
## Experience - 6+ years of relevant experience in customer support, retention, or customer success roles. - Demonstrated success in owning retention or renewal targets and improving key metrics.
## Environment - The role is based in Noida. - The work environment involves managing a support team across multiple channels. - The position requires working in a high-growth SaaS environment, with a focus on scaling support operations and customer engagement. - The role may involve remote or hybrid work arrangements, depending on company policies.
## Salary Not specified.
## GrowthOpportunities Not specified.
## Benefits Not specified.
