Customer Retention Manager

This is a fully remote position, open to applicants in United Kingdom, +4 more countries.

📋 Description

• Oversee a continuous pipeline of customer renewals within a high-volume portfolio, initiating discussions prior to contract expiration and guiding accounts to closure.

• Develop and enhance scalable retention and renewal processes utilizing Salesforce and integrated tools.

• Perform proactive outreach to smaller and long-tail customer accounts.

• Contribute to customer lifecycle journeys, engagement triggers, and tech-touch initiatives.

• Utilize health scoring based on usage, engagement, and lifecycle indicators to pinpoint at-risk accounts and implement save strategies.

• Assist in automated outreach, lifecycle campaigns, and renewal risk workflows; recognize opportunities for AI and automation.

• Negotiate pricing, contract terms, and multi-year agreements adhering to company guidelines.

• Identify and secure upsell and cross-sell opportunities in collaboration with Customer Success Managers and Account Executives.

• Work alongside Sales, Customer Success, Product, Data, and GTM teams to shape retention strategies and customer engagement models.

• Report directly to the VP of Customer Success.

⛳️ Requirements

• Proven experience managing a rolling renewal pipeline and engaging customers before contract expiration.

• Experience in negotiating pricing, contract terms, and multi-year agreements within set guidelines.

• Ability to detect at-risk accounts early and collaborate across functions on save strategies.

• Practical experience with Salesforce or a similar CRM, including operational workflows or lifecycle processes.

• Strong understanding of customer health scoring, lifecycle automation, and retention strategies.

• Demonstrated capability to identify upsell and cross-sell opportunities with CSMs and Account Executives.

• Comfortable engaging in customer-facing interactions as well as systems/process design discussions.

• Proven commitment to continuous improvement.

• Legally authorized to work in the UK, France, Spain, Germany, or Canada.

• Background check required.

🏝️ Benefits

• Flexible PTO.

• Comprehensive healthcare coverage (UK, Canada, France, Spain, USA).

• Company stock options.

• Professional development budget.

• Office equipment budget.

• Wellness budget.

• Annual team gatherings.

• Internet reimbursement.

• Inclusive parental leave.

• Remote work travel program.

• Flexible, open, and inclusive work environment.

• Background checks required for all roles.