Account Manager - Customer Retention & Renewals

Office Angels Limited; Gateshead; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Health Shield

Private medical

Pension

Hybrid working

Holiday entitlement

Wellbeing platform

Training & development

Company events

Job summary

Office Angels is recruiting for an Account Manager in Gateshead to own customer renewals and retention within an established portfolio. This consultative role focuses on building strong relationships with key decision-makers to demonstrate value and maintain long-term partnerships.

You will manage contracts, discuss pricing, prepare quotations and navigate CRM systems to keep renewal pipelines on track. The role offers hybrid working after qualifying service, a competitive base salary of 31,734

Qualifications

• Experience in account management, customer retention, renewals, customer success or consultative sales.
• Strong communication skills and confidence speaking with customers and decision-makers.
• Natural ability to build relationships, handle objections and negotiate effectively.
• Commercial awareness and a proactive, solutions-focused approach.
• Good organisation, attention to detail and confidence using CRM systems.

Responsibilities

• Managing existing customer relationships and upcoming contract renewals.
• Building rapport with key contacts through telephone, video and email.
• Understanding customer needs, resolving concerns and handling cancellation objections.
• Discussing pricing, contracts and renewal options to retain business.
• Preparing quotations and identifying opportunities to re-engage customers.
• Maintaining accurate CRM records and managing your renewal pipeline.
• Working towards agreed retention and performance targets.

Skills

Account management

Relationship building

Negotiation

CRM systems

Communication

Tools

CRM software

Job description

Account Manager - Customer Retention & Renewals

Gateshead | £31,734 Basic + Monthly Bonus | Realistic OTE £37,734

Office Angels are recruiting for an Account Manager - Customer Retention & Renewals to join an established and growing organisation in Gateshead.

If you enjoy building relationships, having meaningful commercial conversations and helping customers see the value in the services they use, this could be the perfect next step.

You’ll manage an existing portfolio of customers, take ownership of renewals and work with key decision-makers to strengthen relationships and retain business.

This isn't a high-volume call centre role - it's a consultative, relationship-focused position where your communication skills and commercial approach will make a real difference.

Fantastic Benefits

• £31,734 basic salary + monthly performance bonus - realistic OTE £37,734
• Up to 37 days' holiday, including Bank Holidays
• Reduced August working hours - 9:30am to 3:00pm
• Monday to Friday, 8:30am-4:30pm - no weekends
• Hybrid working after qualifying service
• Health Shield, including private dental and medical benefits
• Company pension, employee discounts and wellbeing platform
• August wellbeing shutdown week and additional Christmas shutdown
• Full training, career development and regular company events
• Modern Gateshead offices with excellent transport links

Please note: Most annual leave is taken during school holidays and half terms, with up to two days typically permitted during each school term. Five days' leave are allocated to the August wellbeing shutdown.

What You’ll Be Doing

• Managing existing customer relationships and upcoming contract renewals.
• Building rapport with key contacts through telephone, video and email.
• Understanding customer needs, resolving concerns and handling cancellation objections.
• Discussing pricing, contracts and renewal options to retain business.
• Preparing quotations and identifying opportunities to re-engage customers.
• Maintaining accurate CRM records and managing your renewal pipeline.
• Working towards agreed retention and performance targets.

What We’re Looking For

• Experience in account management, customer retention, renewals, customer success or consultative sales.
• Strong communication skills and confidence speaking with customers and decision-makers.
• A natural ability to build relationships, handle objections and negotiate effectively.
• Commercial awareness and a proactive, solutions-focused approach.
• Good organisation, attention to detail and confidence using CRM systems.

Experience in software, SaaS, education, insurance, telecommunications or other service-led environments would be beneficial, but isn't essential.

Full product and systems training will be provided.

An Enhanced DBS check is required for the successful candidate and will be funded by the company.

Office Angels is committed to an inclusive recruitment process. If you require reasonable adjustments, please let us know. Due to application volumes, we may be unable to provide individual feedback to every applicant.

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels UK is an Equal Opportunities Employer.