Customer Retention Manager

NT Partners; Sydney; On-site; AUD 75,000 - 85,000; Full time

Benefits offered by this job

Superannuation

Commissions

Job summary

NT Partners is seeking a Customer Retention Manager in Sydney CBD to own and nurture a portfolio of high-value clients. This on-site role focuses on retention, account management, and strategic cross-selling within existing accounts.

You will monitor usage and transaction trends, run regular business reviews, and implement proactive retention plans to minimize churn while expanding account value.

Qualifications

• 2-3+ years in customer service, retention, account management or key account management.
• A track record of juggling multiple accounts without dropping the detail.
• Staying calm and professional when a customer is unhappy.
• Good listening, negotiation and presentation skills.
• Strong written and verbal communication.
• Comfort in a fast moving business where things change.

Responsibilities

• Managing a portfolio of key customers as their main point of contact.
• Running regular business reviews and checking in before problems turn into churn.
• Owning relationships with at risk customers and putting retention plans in place.
• Watching transaction and usage trends so you can step in early when something drops.
• Finding ways to grow usage and cross sell across your accounts.
• Handling day to day queries and issues, and working with Product, Sales and Operations to get them resolved.

Skills

Customer service

Account management

Communication

Negotiation

Job description

Customer Retention Manager

Sydney CBD | On site | $75k-$85k + super + comms

My client is a growing payments business looking for a Customer Retention Manager to look after their key customers. The role is mostly retention and account management, with some cross selling into existing accounts.

What you'll be doing

• Managing a portfolio of key customers as their main point of contact
• Running regular business reviews and checking in before problems turn into churn
• Owning relationships with at risk customers and putting retention plans in place
• Watching transaction and usage trends so you can step in early when something drops
• Finding ways to grow usage and cross sell across your accounts
• Handling day to day queries and issues, and working with Product, Sales and Operations to get them resolved

What you'll bring

• 2-3+ years in customer service, retention, account management or key account management
• A track record of juggling multiple accounts without dropping the detail
• Staying calm and professional when a customer is unhappy
• Good listening, negotiation and presentation skills
• Strong written and verbal communication
• Comfort in a fast moving business where things change

This is a 2 stage interview process, interviews are being scheduled for next week.