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.