Head of Client Retention

BRAND24 is a Software-as-a-Service company with 3800 clients from 154 countries. The company’s HQ is based in Wrocław, with satellite offices in Warsaw and Kraków. BRAND24 fuels brands across the world with unbiased, reliable data about what people say, watch, and listen to on the internet. To discover what’s true, we measure across all channels and platforms; our tool will let you know anytime a company gets mentioned on social media, news, blogs, videos, message boards, podcasts, and reviews. ⁠ As a Head of Client Retention, you will develop and execute strategies to improve customer retention rates, analyze client feedback, and implement initiatives that enhance customer satisfaction and loyalty. Your success in this role will contribute significantly to the company's overall growth and success. Things you’ll do: Voluntary churn and involuntary churn are your biggest enemies – you know each of their weaknesses because, as an expert, you keep up with the latest trends in this field. You know how to defeat them You keep up with market trends and enjoy testing them in practice; AI tools are not new to you but rather a standard Online payment systems hold no secrets for you – you anticipate market innovations in this area. Analyzing product and customer behavior allows you to identify their needs and effectively enhance their retention accurately Effective onboarding of new customers is paramount to you – you understand the significance of properly introducing a customer to the tool and the customer community You possess excellent communication skills, allowing you to interact with customers and internal teams effectively You are data-driven and use analytics to drive decision-making and optimize customer experiences You are proactive and take the initiative to identify potential issues and opportunities before they arise Things you’ll need: At least 3 years of experience in a SaaS company in Client Retention/Customer Success Excellent English skills (at least C1 level) Proven experience in leading and managing a team Strong analytical skills with the ability to interpret data and make data-driven decisions Familiarity with modern online payment systems and AI tools Knowledge of software tools that support customer retention, onboarding, and analytics Customer-centric mindset with a focus on delivering exceptional customer experiences. Things you’ll get: Becoming a crucial part of a world-renowned company Attractive pay model (proposed salary bands base sales commission; dependent on your experience) Ability to implement your ideas and solutions Challenging and inspiring environment Casual atmosphere with a flat reporting structure and 100% ownership Multisport, healthcare program, benefits cafeteria, English language lessons, and other perks Opportunity to work from our office or office/home mix