Customer Retention Manager

Role overview Own renewal execution and retention across a high-volume customer portfolio. The role pairs direct customer outreach and commercial conversations with the design of scalable lifecycle processes, using account health signals to identify risk early and improve the renewal experience.

Responsibilities - Manage a rolling renewal pipeline, contacting customers ahead of contract expiration and guiding accounts through renewal. - Build and improve repeatable retention workflows using a CRM and related tools. - Develop relationships with smaller and long-tail accounts through direct outreach. - Help design customer lifecycle journeys, engagement triggers, and digital engagement programs. - Use usage, engagement, and lifecycle signals to spot risk and coordinate save plans with internal teams. - Negotiate pricing and contract terms within established guidelines, and partner with sales colleagues to identify expansion opportunities. - Work with Customer Success, Sales, Product, Data, and go-to-market teams to shape retention practices; identify opportunities for automation and AI support.

Requirements - Experience managing renewals and engaging customers well before contract end dates. - Commercial negotiation experience, including pricing, contract terms, or multi-year agreements. - Ability to identify at-risk accounts and coordinate retention plans. - Hands-on experience with Salesforce or a similar CRM, including workflows or lifecycle processes. - Understanding of customer health scoring, lifecycle automation, and retention strategy. - Experience finding expansion opportunities with customer success or sales partners. - Comfort moving between customer conversations and systems or process design, with a continuous improvement mindset.

Benefits and work setup This is a remote role open to candidates legally authorized to work in the United States, United Kingdom, France, Spain, Germany, or Canada; visa sponsorship is unavailable. Listed benefits include flexible paid time off, healthcare coverage in several eligible countries, stock options, professional development, equipment and wellness budgets, annual team gatherings, internet reimbursement, parental leave, and a remote work travel program.