Customer Success & Retention Manager

We are looking for a talented Customer Success & Retention Manager to join the team of a leading digital healthcare technologies company in Turkey. The company provides value-added technological services to both internet users and healthcare professionals, offering a dynamic environment where you can make a real impact on customer success and long-term business growth.

What you will do

• Manage contract renewal processes for physicians completing their first year, ensuring renewal targets are achieved.
• Monitor renewal performance, track churn rates, and develop action plans to minimize customer attrition.
• Communicate the services included in the product offering to clients, ensure proper training is delivered, and support effective service utilization.
• Regularly review team calls to provide feedback, coaching, and identify areas for improvement.
• Oversee the daily operations of the Portfolio Management team and monitor their performance.
• Cascade management-defined targets to the team, track progress, and take necessary actions to ensure achievement.
• Supervise the work of customer relations specialists assigned to each physician in the post-sales process, including welcome calls, patient follow-ups, profile completion rates, call feedback, survey results, and usage monitoring.
• Resolve customer complaints and crisis situations in a timely and effective manner.
• Enhance team motivation, design and implement training and development plans.
• Provide regular reports to senior management on team performance, customer satisfaction, and renewal outcomes.
• Contribute to strategic planning aimed at ensuring long-term customer satisfaction and revenue growth.
• Design and implement new projects and systems to improve business processes.

What we are looking for

• Bachelor’s degree with a strong academic background (Business, Economics, Engineering or related fields),
• Min.6–7 years of experience in customer success roles
• A customer-centric approach, with a passion for helping customers succeed
• Experience of hands-on customer relationship management
• Effective leadership and team management skills, focused on developing high performing team.
• Strong analytical mindset & commercial acumen,
• Excellent communication and stakeholder management skills,
• Curious, ambitious, and eager to grow in a dynamic technology and start-up environment.