Retention & Customer Success Lead (Senior | B2B SaaS)

Employment Type: Full-Time Salary: $2,000 – $3,500/month base OTE: $4,500 – $6,000/month (heavily weighted toward retention performance) About the Role We're hiring someone to own retention, end to end — not assist with it, not log feedback about it. Own it. Vujis is a fast-growing B2B SaaS platform helping exporters find and connect with new global customers. We work with 1000+ exporters in Turkey and are scaling quickly. Right now, churn is too high, and we need someone senior enough to diagnose why, build the systems to fix it, and be personally accountable for moving the number. This is not an entry-level CS role. We're looking for someone who has already done this at another company and can prove it. What You'll Own Churn and renewals, fully — not shared responsibility, direct accountability for the number Build and run a proactive at-risk detection process using Mixpanel and CRM data — usage drop-off, login frequency, support ticket volume — so problems get caught before they become refund threats Own high-stakes renewal and refund-risk conversations personally, including with customers' senior management Design and implement a retention playbook: what happens automatically, what escalates, and when Manage a small team (or grow into managing one) as we build out CS further Report directly to leadership on churn drivers, trends, and what needs to change in product or pricing as a result. What You Need to Bring 3+ years in Customer Success, Account Management, or Retention at a B2B SaaS company A specific, provable track record: you've owned a churn or retention number and moved it. Be ready to talk numbers in the interview. Experience running difficult conversations with business owners and senior stakeholders — firm, clear, not combative, not conflict-avoidant Comfortable working from data (Mixpanel, CRM reporting) to prioritize accounts, not just gut feel Native or fluent Turkish, strong English communication skills Experience with export/international trade businesses is a strong plus, not required Experience with International Trade, Customs Brokerage, Import/Export/Foreign Trade/Export Sales/International Sales. Own a iMac (not a deal breaker but makes it easier) What This Role Is Not Not a script-following, ticket-logging role Not a "collect feedback and pass it up" role Not a first CS job — we need someone who already knows what good retention operations look like and can build them here from day one First 90 Days: Weeks 1–2: Audit current churn data, account health signals, and existing customer relationships Weeks 3–6: Build the at-risk detection process and retention playbook Weeks 6+: Own renewals and at-risk accounts directly, report on churn trend monthly About Vujis Vujis is a platform used by exporters to identify new customers, understand markets, and connect with buyers globally. We work with exporters across multiple countries, helping them grow international sales in a more targeted and efficient way. What Our Team Says About Working At Vujis (Average 4.4 Stars): https://www.ambitionbox.com/reviews/vujis-reviews Apply Here: https://forms.gle/PhKW8RBggoZApn8p7