Job Openings XTN-6FCE310 | SAVE & OUTREACH TEAMS MANAGER

About the job XTN-6FCE310 | SAVE & OUTREACH TEAMS MANAGER

The Save & Outreach Teams Manager will oversee the operations of the Save Team (9 vendor-based specialists) and collaborate with a US-based manager to launch and co-lead a new Outreach Team. This role is pivotal in driving customer retention and revenue preservation through proactive engagement, data-driven decision-making, and operational excellence.
The Save Team focuses on preventing customer cancellations by offering tailored solutions such as plan modifications, discounts, and product education. The Outreach Team will proactively engage accounts showing signs of potential churn, offering strategic interventions to retain customers and maximize lifetime value.
This role requires a results-oriented leader with strong vendor management expertise, a passion for customer experience, and the ability to translate data into actionable retention strategies.
  • Work from the comfort of your own home
  • Comprehensive healthcare benefit for you and your dependents
  • Mental wellbeing programs for you and your dependents
  • Competitive time off and vacation policy
  • Thriving workplace culture centered on caring, diversity, and inclusion
  • Vendor Management & Oversight:
    Lead and manage the third-party Save Team, ensuring high performance, adherence to KPIs, and alignment with Zoom’s customer retention goals.
  • Retention Strategy Execution:
    Develop and implement strategies to increase saved accounts and saved monthly recurring revenue (MRR) through targeted offers, plan optimization, and customer engagement initiatives.
  • Outreach Team Collaboration:
    Partner with the US-based manager to design, launch, and operationalize the new Outreach Team. Define goals, processes, and success metrics for proactive retention outreach efforts.
  • Performance Monitoring & Reporting:
    Establish and track KPIs such as saved accounts, saved MRR, CSAT, and outreach conversion rates. Provide regular performance updates and insights to leadership.
  • Process Optimization:
    Identify workflow inefficiencies and implement improvements to streamline operations, enhance customer interactions, and optimize vendor resource utilization.
  • Customer Experience & CSAT Focus:
    Ensure all customer interactions deliver a positive experience that aligns with brand standards and contributes to improved CSAT scores.
  • Data-Driven Decision-Making:
    Analyze retention trends, churn drivers, and campaign performance to inform strategy and continually refine Save and Outreach approaches.
  • Cross-Functional Collaboration:
    Work closely with Sales, Customer Success, Product, Marketing, and Finance teams to ensure consistent messaging, optimized offers, and scalable retention programs.
  • Training & Development:
    Partner with internal enablement and vendor leadership to maintain skill development and ensure the teams are equipped to handle objection management, value articulation, and offer negotiation.
  • Stakeholder Communication:
    Serve as the main point of contact between vendor management, internal stakeholders, and the US-based leadership team, ensuring transparency and alignment on goals and results.
  • Bachelor’s degree in Business Administration, Management, Sales, or related field.
  • 5+ years of experience in vendor management, customer retention, or sales operations, preferably within a SaaS or technology environment.
  • Proven ability to manage small- to medium-sized vendor teams and drive measurable performance outcomes.
  • Strong analytical and problem-solving abilities with expertise in using data to guide decisions.
  • Excellent communication, leadership, and negotiation skills.
  • Experience developing and executing retention or save campaigns focused on reducing churn and increasing MRR.
  • Proficiency with CRM systems (e.g., Salesforce) and performance analytics tools.
  • Demonstrated success in increasing saved accounts and saved MRR through targeted retention initiatives.
  • Experience leading vendor teams in a customer contact center or BPO environment.
  • Background in churn prevention, account management, or customer lifecycle optimization within a SaaS context.
  • Familiarity with customer segmentation and predictive analytics for churn risk identification.
  • Strong collaboration skills for working across global teams and time zones.
  • Certifications in vendor management, customer success, or operations (e.g., Certified Professional in Supplier Management, Six Sigma, or equivalent).
  • Experience launching new teams or programs, particularly in proactive outreach or customer engagement functions.
  • Proven track record of improving CSAT and retention metrics through process innovation and team coaching.

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