Customer Success and Retention Manager

Overview

Drive client satisfaction, cut churn, and grow portfolio via retention strategies

Key Responsibilities

• landlord engagement
• client interviews
• impact forecasting
• retention reporting
• renewal strategies
• churn monitoring

Tasks

-Maintain proactive engagement with landlords through regular reviews, performance updates, and value-added services. -Conduct interviews with offboarding clients to uncover key pain points and identify win-back opportunities. -Collaborate with Finance and Lettings to forecast the commercial impact of retention initiatives. -Deliver clear, data-driven retention reports to senior leadership, highlighting actionable insights. -Develop and execute strategies to improve lease and contract renewal rates. -Identify at-risk landlords and implement tailored retention plans to safeguard revenue. -Monitor churn rates across client portfolios, flagging trends and risks early.

Requirements

• client retention
• relationship mgmt
• negotiation
• de‑escalation
• commercial awareness
• market dynamics

What You Bring

-Proven experience in strategic client retention is essential. -Exceptional relationship management and negotiation skills. -Ability to de-escalate issues and rebuild client confidence. -Commercial awareness of market dynamics and client motivations.

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About Julian Wadden

-It has grown into a full‑service real estate firm offering sales, lettings, property management, and in‑house mortgage advisory. -Across four branches, they combine local expertise with high‑end marketing—floorplans, video tours, aerial drone shots—to make every listing shine. -They navigate both ends of the market: helping first‑time buyers and seasoned investors, including buy‑to‑let landlords, secure the best deal. -Typical projects range from guiding clients through high‑value home sales and auctions to managing rental portfolios and mortgage sourcing.

Sector Specialisms