CX Retention & Renewals Lead, EZLynx

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Transforming the insurance industry is ambitious, we know. That's why at Applied Systems India Pvt Ltd., an Applied Systems company, we're building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers - all within a culture built on values that make us indispensable to each other too. With 40+ years of experience in the Insurtech game, we're not just redefining what's achievable, we're creating a place where amazing career moments are made possible.
Position Overview
We are seeking an experienced CX Retention & Renewals Lead who will operate as a player/coach spending ~75% of time directly owning high-impact customer retention work and ~25% coaching and leading a small team (up to 3 direct reports). The core focus is proactive outreach to at-risk customers (initially non-pay and billing-related churn risk), guiding customers step-by-step through issues, coordinating resolution across internal teams, and preventing avoidable churn. Over time, the role will expand to support other churn-risk cohorts, including customers with declining usage, unresolved support issues, or elevated escalation risk.
Key Responsibilities
Individual Contributor (approx. 75%)

• Proactively engage customers identified as high churn-risk, initially focusing on non-pay and billing-related risk.
• Conduct outbound outreach through phone, email, and other channels to prevent avoidable suspension and churn.
• Validate and update billing contacts and customer account information to improve communication effectiveness.
• Partner closely with Billing, Support, and Customer Success teams to resolve issues impacting payment, account access, or customer continuity.
• Triage common customer friction points such as portal access issues, password resets, billing confusion, and payment method problems.
• Execute follow-up cadences and playbooks designed to recover at-risk ARR and improve customer retention outcomes.
• Track outreach activity, issue resolution, and retention outcomes in a consistent, measurable way.
• Provide feedback on recurring root causes and operational gaps to help improve internal processes and customer experience.
• Contribute to the development and refinement of proactive churn-prevention playbooks and reporting.
• Over time, support additional high-risk customer segments, such as accounts with usage drops, unresolved ticket backlogs, or other signs of churn risk.

People Leadership (approx. 25%)

• Coach and develop up to 3 CX Retention Specialists through regular 1:1s, call coaching, feedback, and skill building (communication, troubleshooting, de-escalation, and proactive problem-solving).
• Support day-to-day execution by helping prioritize outreach, unblock complex cases, and reinforce follow-up discipline.
• Monitor quality and consistency of customer interactions (e.g., call reviews, message audits) and drive improvements in customer experience.
• Drive team-level operational rigor: tracking core metrics, reviewing trends, and partnering with stakeholders to improve outcomes.
• Serve as an escalation point for complex or sensitive customer scenarios and ensure structured escalation when leadership intervention is required.

Qualifications

• 6-7 years of Customer Success, Customer Operations, Support, or retention-focused experience (SaaS/subscription experience preferred).
• 1-2 years of people management experience (team lead, supervisor, or manager), including coaching and performance support.
• Experience handling outbound customer outreach and managing issue resolution across multiple stakeholders. Strong experience in voice-based support for US customers
• Strong organizational skills and attention to detail.
• Comfortable working with data, customer lists, and operational workflows to prioritize risk and track outcomes.
• Ability to work cross-functionally and build effective working relationships with Billing, Support, Finance, and Customer Success partners.
• Problem-solving mindset with the ability to identify patterns and suggest process improvements.
• Experience in SaaS, subscription businesses, or retention-focused environments preferred.
• Familiarity with CRM and support tools (e.g., Salesforce, Zendesk, Freshdesk)

Key Competencies

• Customer Focus
• Operational Discipline
• Problem Solving
• Cross-Functional Collaboration
• Communication and Influence
• Results Orientation
• Attention to Detail
• Coaching and Talent Development
• Cross-Functional Collaboration and Influence

Success Measures
Success in this role will be measured through metrics such as:

• ARR retained
• Successful resolutions
• Reactivation rate
• Time to resolution for billing-related issues
• Number of high-risk customers proactively contacted
• Quality and consistency of customer follow-up and case management

When You Join Team Applied, You Can Expect:
A culture that values who you are and recognizes that you aren't just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.
We flex our time together, collaborating remotely and in-person to empower our teams to work in the ways that work best for them.
Learn more about the people behind our products at -

• LinkedIn Page Applied Systems India
• https://www1.appliedsystems.com/en-us/about-us/jobs/

Your Security Matters:
Our candidates' personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a [email protected] email or through our official career's portal.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.