Head of Renewals – Marg ERP

Company Overview

Marg ERP is a pioneering company in the ERP (Enterprise Resource Planning) software industry, dedicated to providing innovative solutions to enhance operational efficiency for businesses.

Job Summary

The Head of Renewals will be responsible for minimizing customer churn through the establishment of a best-in-class retention engine. This role focuses on ensuring maximum customer continuity (renewals) via proactive engagement, cohort analysis, risk identification, and structured recovery mechanisms. The position reports directly to the Chief Operating Officer (COO) of ERP in Noida.

Responsibilities

• Churn Ownership (Core KPI)

  • Own end-to-end churn metrics (volume churn & revenue churn).
  • Drive maximum renewal rates across customer cohorts.
  • Build predictable renewal outcomes through structured interventions.
  • Ensure minimum leakage of due renewals.

• Renewal Process Excellence

  • Design and drive a standardized engagement cadence including 15/30/90/120 days periodic engagement based on account type.
  • Implement high-frequency engagement for first-time users until full product adoption.
  • Build high-conversion renewal funnels: Due → Contacted → Committed → Renewed.
  • Eliminate last-minute firefighting renewals and improve renewal turnaround time (TAT) by ensuring renewals are executed within stipulated timelines.

• Early Warning & Churn Prevention

  • Develop churn prediction models using product usage, support tickets, payment behavior, and partner feedback.
  • Create risk segmentation for customers (High / Medium / Low risk).
  • Run targeted save programs for high-risk accounts.

• Customer Issue Resolution (Save Desk)

  • Establish a central “Retention Desk” / Save Team.
  • Own the resolution of product dissatisfaction, pricing objections, and service gaps.
  • Act as the final escalation point before customer churn occurs and drive closure SLAs on at-risk accounts.

• Partner & Channel Governance

  • Ensure partners actively contribute to renewals alongside new sales.
  • Track partner-wise churn and renewal performance while designing incentives linked to retention.
  • Prevent partner-led leakage or neglect of renewals.

• Lapsed Customer Recovery

  • Execute win-back campaigns for expired customers.
  • Segment the lapsed customer base by time since expiry and reason for churn.
  • Drive structured reactivation programs.

• Root Cause Analysis & System Fixes

  • Own churn root cause analysis (RCA) at scale, addressing service failures, training issues, and competition leakage.
  • Collaborate with Product, Support, and Sales to identify and resolve feature gaps, service quality, and expectation mismatches.
  • Implement structural fixes based on insights gathered.

• Data, Metrics & Operating Cadence

  • Track and publish key metrics such as Logo Churn (%), Revenue Churn (%), Renewal Rate (%), At-Risk Customer Base (%), Save Rate (%), and Win-Back Rate (%).
  • Conduct weekly churn reviews with the COO and build real-time dashboards for renewal pipeline & risk visibility.

• Team & Capability Building

  • Build and lead a high-intensity retention team.
  • Train team members and partners on objection handling, save techniques, and customer communication.
  • Foster a “retention-first” culture across the organization.

Qualifications

• Strong analytical skills with experience in data-driven decision making.
• Excellent communication and interpersonal skills.
• Proven track record in customer retention and churn reduction.
• Experience in developing and implementing customer engagement strategies.
• Knowledge of ERP systems and industry standards is preferred.
• Educational background: Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Certifications in Customer Relationship Management (CRM) or project management are advantageous.

Preferred Skills

• Experience with churn prediction modeling and analytics tools.
• Familiarity with customer service tools and methodologies.
• Knowledge of sales processes and strategies for customer retention.

Experience

• Minimum of 5-7 years of experience in customer retention, customer success, account management, or related fields.
• Demonstrated experience in managing a team and collaborating across departments to achieve objectives.

Environment

• This position is based in Noida, requiring collaboration with team members and stakeholders in the office setting.

Salary

Salary details are not specified.

Growth Opportunities

Opportunities for career advancement within Marg ERP include potential leadership roles in customer success or service management, contributing to overall company growth and strategy.

Benefits

• Specific benefits offered by Marg ERP are not provided; candidates may inquire during the interview process.