Customer Retention & Success Manager

The Arch Co; Greater London; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

CRM software usage

Job summary

The Arch Company in London is seeking a Customer Retention Manager to lead proactive retention strategies across our customer base. You will handle day-to-day inquiries, promote self-service digital tools, and work with CRM data to identify risks, volumes, and growth opportunities, ensuring high levels of satisfaction and engagement.

You will collaborate with internal teams to deliver a joined-up customer experience, monitor KPIs, and drive improvements in onboarding, hub adoption, and data

Qualifications

• Strong relationship management with a customer-first mindset.
• Experience identifying and managing retention opportunities.
• Excellent written and verbal communication.
• Data-driven decisions using insights.

Responsibilities

• Serve as main contact for customer queries and resolve matters promptly.
• Proactively check-ins with customers to monitor satisfaction and identify risks.
• Drive adoption of the Customer Hub and self-service tools.
• Maintain accurate customer data in CRM systems.
• Identify churn risks and take timely action with internal teams.
• Collaborate with internal teams to improve retention outcomes.

Skills

Customer relationship

Risk identification

Communication

Data analysis

Problem solving

Tools

CRM systems

Job description

The Arch Company in London is seeking a Customer Retention Manager to lead proactive retention strategies across our customer base. You will handle day-to-day inquiries, promote self-service digital tools, and work with CRM data to identify risks, volumes, and growth opportunities, ensuring high levels of satisfaction and engagement.

You will collaborate with internal teams to deliver a joined-up customer experience, monitor KPIs, and drive improvements in onboarding, hub adoption, and data