Customer Success & Revenue Retention Projects
Revenue Retention & Churn Mitigation (ARR Protection)
The Challenge
In a high-volume global subscription environment, I managed critical "at-risk" customer touchpoints (cancellations, complex billing disputes, and technical friction) where strategic communication and rapid resolution were required to protect
Annual Recurring Revenue (ARR)
The Strategy
- Portfolio Management: Managed high-volume account queues, ensuring 99.9% SLA adherence across a global segment of 10,000+ active users.
- Retention Engineering: Designed and optimised data-driven re-engagement sequences and email frameworks specifically tailored to address churn triggers and cancellation requests.
- Personalised Intervention: Leveraged behavioural cues and customer lifecycle data to deliver high-impact, personalised responses that recovered at-risk accounts.
- Financial Operations: Partnered with Finance to resolve $50k+ in monthly billing discrepancies and payment failures via Moto, ensuring global financial accuracy.
- Compliance & Risk: Executed sensitive account actions, including GDPR/CCPA deletions and high-risk refunds, with 100% data integrity.
The Impact
- 13%+ Increase in Renewals: Successfully converted high-risk cancellation requests into long-term subscriptions through strategic value-mapping.
- 96% Peak CSAT: Maintained industry-leading satisfaction scores while managing a complex, high-volume global portfolio.
- Performance Excellence: Awarded "Top Gangstar" (2x) for exceptional contribution to revenue recovery and operational impact.
Cross-Functional Operations & Technical Escalation Management
The Challenge