Customer Retention Manager

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

📋 Description

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

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

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

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

• Leverage customer health scoring based on usage, engagement, and lifecycle indicators to identify at-risk accounts and implement recovery strategies.

• Support automated outreach efforts, lifecycle campaigns, and workflows for renewal risks, including opportunities for AI and automation.

• Negotiate pricing, contract terms, and multi-year agreements in accordance with company policies.

• Recognize and secure upsell and cross-sell opportunities alongside Customer Success Managers and Account Executives.

• Collaborate with Sales, Customer Success, Product, Data, and GTM teams to shape retention strategies and engagement models.

• Report directly to the VP of Customer Success.

⛳️ Requirements

• Proven experience in managing a rolling renewal pipeline and engaging with customers prior to contract expiration.

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

• Capability to identify at-risk accounts and work collaboratively on recovery strategies.

• Practical experience with Salesforce or a comparable CRM system.

• Background in contributing to operational workflows or lifecycle processes.

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

• Demonstrated ability to identify upsell and cross-sell opportunities in collaboration with CSMs and Account Executives.

• Comfort in engaging with customer-facing interactions and systems/process design discussions.

• Ongoing commitment to continuous improvement.

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

• Successful completion of a background check.

🏝️ 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.

• Global team collaboration.

• Product at a proud B Corp.

• Award-winning workplace.