[Hiring] Customer Retention Manager @Upsun

Role Description

As our Customer Retention Manager, you play a key role in protecting and growing revenue across a high-volume portfolio of customer accounts. Your day-to-day is proactive, human outreach and health monitoring — building real relationships at scale, bringing a human touch to segments that are often managed purely through automation, and catching risk early. When you manage that well, renewal conversations become a natural next step rather than the main event. You'll also work within the workflows, health scoring, automation, and segmentation that let retention scale without creating internal chaos, all while keeping the renewal experience smart, timely, and low-friction.

Reporting to our VP, Customer Success, this role is ideal for someone who loves building, improving processes, testing ideas, and seeing direct impact on both customer outcomes and business performance. You'll work closely with Sales, Customer Success, Product, Data, and GTM teams to inform retention strategy and engagement models across the business.

What to expect

• Renewal Ownership & Pipeline Management: Manage a rolling pipeline of customer renewals across a high-volume portfolio, initiating conversations ahead of contract expiration and driving each account through to close.
• Retention Workflow Support: Help build and improve scalable retention and renewal workflows using Salesforce and integrated tooling, contributing to repeatable processes that hold up as portfolio volume grows.
• Proactive Relationship Building: Own direct, human outreach to smaller and long-tail accounts by proactively building relationships with them.
• Lifecycle & Tech-Touch Design: Contribute to the design of customer lifecycle journeys, engagement triggers, and tech-touch motions.
• Health Scoring & Risk Identification: Use customer health scoring frameworks- built on usage, engagement, and lifecycle signals- to identify at-risk accounts early, partnering with internal stakeholders to develop and execute save strategies.
• Automation & AI Enablement: Support the implementation of automated outreach, lifecycle campaigns, and renewal risk workflows, and flag opportunities to leverage AI and automation.
• Commercial Negotiation: Negotiate pricing, contract terms, and multi-year agreements within established company guidelines.
• Expansion Identification: Partner with Customer Success Managers and Account Executives to identify and close upsell and cross-sell opportunities during the renewal cycle.
• Stakeholder Collaboration: Work closely with Sales, Customer Success, Product, Data, and GTM teams to support and inform retention strategy and customer engagement models.

What you bring

• Renewal Lifecycle Experience: Experience managing a rolling renewal pipeline, engaging customers well in advance of contract expiration.
• Commercial Negotiation Skills: Experience negotiating pricing, contract terms, and multi-year agreements within established guidelines.
• Risk Identification & Save Strategy: Ability to identify at-risk accounts early and collaborate cross-functionally on save strategies.
• CRM & Systems Experience: Hands-on experience working within Salesforce or a similar CRM, including contributing to operational workflows or lifecycle processes.
• Retention & Lifecycle Knowledge: Solid understanding of customer health scoring, lifecycle automation, and retention strategy.
• Expansion Mindset: Proven ability to identify upsell and cross-sell opportunities in partnership with CSMs and Account Executives.
• Versatility: Comfort operating across both customer-facing engagement conversations and systems/process design conversations.
• Growth Mindset: Demonstrates a sustained commitment to continuous improvement, actively seeking out better ways to engage customers and support scalable operations.

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