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) that required strategic communication and rapid resolution 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
- 31%+ 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: Recognised as a Quarterly Excellence Award winner (2x) for high-impact case outcomes, including a $4,200+ cumulative retention win, $36K+ in gift delivery revenue generated through proactive VIP support, and cross-platform revenue generation — each case demonstrating measurable ARR protection beyond standard support scope.
Cross-Functional Operations & Technical Escalation Management
The Challenge
Managed high-volume, multi-channel customer portfolios while maintaining strict SLA compliance and service quality during critical peak periods and system outages.
The Strategy
- Omnichannel Portfolio Management: Orchestrated 50–120+ daily strategic interactions across email, chat, and phone, maintaining a consistent brand voice and high-accuracy response rate.