Retention Manager
About The Position
Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.
Today, Guesty has 15 offices and 700+ team members across the globe.
As a Retention Manager (Scaled), you'll be the first line of defense in preventing customer churn. You'll serve as the first point of contact for at-risk accounts, conducting initial outreach and assessment before escalating complex cases to Customer Success Managers. Your role is crucial in maintaining customer satisfaction and reducing churn through prompt intervention.
Responsibilities
- Monitor daily risk reports and conduct immediate outreach to flagged accounts
- Document customer feedback and update risk status in internal systems
- Develop and implement re-engagement strategies for dormant accounts
- Assess severity of risks and escalate complex cases to CSMs
- Track and analyze churn patterns to establish best practices and preventive measures.
- Maintain expertise in premium features capabilities, use cases, and competitive landscape
Requirements
- Strong phone communication and customer service abilities
- Experience with CRM systems and data entry - Salesforce preferred
- Ability to recognize escalation triggers
- Strong organizational skills and the ability to manage multiple priorities and deadlines effectively.
- Collaborative mindset, with the ability to work closely with cross-functional teams to deliver exceptional results for clients