Customer Retention Manager

Job not on LinkedIn

🔥 0 minutes ago

🌐 United Kingdom, France, +3 more countries – Remote

🇬🇧 United Kingdom – Remote 🇫🇷 France – Remote 🇪🇸 Spain – Remote 🇩🇪 Germany – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

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Platform.sh

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

☁️ SaaS

🛍️ eCommerce

🔌 API

SaaS • eCommerce • API

Platform. sh is a collaborative cloud application platform that simplifies full-stack web application development. It enables developers to easily build, deploy, run, scale, and iterate their applications, integrating frontend, backend, APIs, databases, services, and security features without the need to manage infrastructure. The platform emphasizes speed, collaboration, and observability, allowing instant creation of preview environments and efficient development processes.

📋 Description

• Manage a rolling pipeline of customer renewals across a high-volume portfolio, initiating conversations before contract expiration and driving accounts through close • Build and improve scalable retention and renewal workflows using Salesforce and integrated tooling • Conduct proactive human outreach to smaller and long-tail customer accounts • Contribute to customer lifecycle journeys, engagement triggers, and tech-touch motions • Use health scoring based on usage, engagement, and lifecycle signals to identify at-risk accounts and execute save strategies • Support automated outreach, lifecycle campaigns, and renewal risk workflows; identify opportunities for AI and automation • Negotiate pricing, contract terms, and multi-year agreements within company guidelines • Identify and close upsell and cross-sell opportunities with Customer Success Managers and Account Executives • Collaborate with Sales, Customer Success, Product, Data, and GTM teams to inform retention strategy and customer engagement models • Report to the VP, Customer Success

🎯 Requirements

• Experience managing a rolling renewal pipeline and engaging customers before contract expiration • Experience negotiating pricing, contract terms, and multi-year agreements within established guidelines • Ability to identify at-risk accounts early and collaborate cross-functionally on save strategies • Hands-on experience with Salesforce or a similar CRM, including operational workflows or lifecycle processes • Solid understanding of customer health scoring, lifecycle automation, and retention strategy • Proven ability to identify upsell and cross-sell opportunities with CSMs and Account Executives • Comfort operating across customer-facing engagement and systems/process design conversations • Demonstrated 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