Proactive Retention & Growth Manager

Instant Impact; England; On-site; GBP 50,000 - 70,000; Full time

Job summary

Instant Impact seeks a Customer Retention Manager to lead proactive retention efforts, ensuring smooth onboarding, driving adoption of self-service tools, and leveraging CRM data to identify risks and growth opportunities.

You will collaborate across teams to reduce churn, improve customer satisfaction, and deliver proactive, insight-led retention strategies that scale with the business.

Qualifications

• Strong relationship management with a customer-first mindset.
• Proven ability to identify and manage customer risk and retention opportunities.
• Excellent written and verbal communication skills.
• Ability to work with data and insights to inform decisions.
• Proactive and organized, with strong problem-solving skills.

Responsibilities

• Serve as a key contact for customer queries or requests, resolving matters promptly and escalating more complex requirements when needed.
• Carry out proactive check-ins with customers to monitor satisfaction, identify risks, and spot growth opportunities.
• Share customer experience insights internally to support continuous improvement.
• Deliver a smooth onboarding experience, ensuring customers are set up for success from day one.
• Manage offboarding processes where needed, with clear communication on requirements and timescales to set expectations.
• Drive adoption of the Customer Hub and self-service tools, helping customers use available digital services confidently.
• Encourage digital-first handling of routine requests to improve speed, consistency, and customer experience.
• Maintain accurate and up-to-date customer information and data in CRM systems to support retention activity and effective use of the Customer Hub.
• Use customer data, feedback, and behavioural indicators to identify trends and risks.
• Contribute to the development of customer segmentation (e.g. high value, at risk, growth) and prioritisation strategies.
• Proactively engage high-value or at-risk customers to spot churn risks early and enable timely action to improve outcomes.
• Escalate and help resolve issues that may impact retention, working closely with internal teams.
• Gather and share customer insight to help improve products, services, and processes.
• Identify recurring issues and work with internal teams to drive continuous improvement.
• Support initiatives that enhance customer satisfaction and retention outcomes.
• Work closely with Internal teams to deliver joined-up customer management.
• Feed retention opportunities and risks into relevant teams.

Skills

Relationship management

Risk & retention identification

Communication

Data-driven decision making

Problem solving

Tools

CRM systems

Job description

Instant Impact seeks a Customer Retention Manager to lead proactive retention efforts, ensuring smooth onboarding, driving adoption of self-service tools, and leveraging CRM data to identify risks and growth opportunities.

You will collaborate across teams to reduce churn, improve customer satisfaction, and deliver proactive, insight-led retention strategies that scale with the business.