Account Manager, Retention Acceleration

WGSN; Greater London; On-site; GBP 50,000 - 80,000; Full time

Job summary

WGSN in London is seeking an Account Manager for the EMEA Retention Acceleration team. You will manage 150–200 SMB accounts, prioritising retention by helping customers realise value from the services they already have.

This fast-paced, target-driven role uses conversations, usage data and Salesforce insights to spot risk and drive renewals. You will collaborate with internal teams to deliver a joined-up onboarding through to renewal, ensuring consistent customer experiences and accurate renewal

Qualifications

• Experience in account management, customer retention or contract management in a B2B subscription or SaaS business.
• Confident handling renewal conversations, negotiations and procurement processes.
• Strong organizational skills and ability to manage a high-volume portfolio in a fast-paced environment.
• Comfortable using data, dashboards and CRM insights to prioritize work and guide conversations.
• Clear communication to build trust with stakeholders.
• Fluency in English.
• Experience with Salesforce or a similar CRM.
• Knowledge of fashion, beauty, interiors or consumer goods is helpful, but not essential.

Responsibilities

• Own renewal outcomes across a portfolio of 150–200 accounts to reduce risk.
• Explain value of services through data-informed renewal conversations.
• Manage renewals 12–16 weeks before the renewal date with stakeholders.
• Increase adoption of automatic renewal and streamline onboarding/renewal.
• Respond to contract and renewal questions clearly and promptly.
• Maintain renewal forecasts, account plans and Salesforce records.
• Share customer feedback with internal teams to drive product/service improvements.
• Collaborate with Client Services, Operations, Advisory and Product to ensure consistent support.

Skills

Account management

Customer retention

B2B SaaS

Communication

English fluency

Data-driven conversations

Negotiation

Tools

Salesforce

Job description

The role

We’re looking for an Account Manager to join our EMEA Retention Acceleration team. You’ll manage a portfolio of 150–200 small and medium-sized customer accounts, with a clear priority: retain customers by helping them understand and get value from the WGSN services they already have.

This is a fast-paced, target-driven environment. We’re a team that works hard, supports one another and wants to win. We combine strong customer relationships with data, technology and clear processes to make a real difference to our customers and our business.

You’ll use customer conversations, usage data and Salesforce insights to spot risk early, manage renewals and make the renewal process simpler and more consistent. You’ll also work closely with internal teams to give customers a joined‑up experience from onboarding through to renewal.

Working at WGSN

Together, we create tomorrow.

WGSN’s consumer and design forecasts help customers make better decisions about the products and services they create. Our work spans consumer insights, beauty, consumer technology, fashion, interiors, lifestyle, food and drink, data analytics and advisory.

You’ll join a multicultural team and work with colleagues across Client Services, Operations, Advisory and Product. We value talented people who take ownership, learn quickly and care about the difference their work makes.

Key accountabilities

• Own renewal outcomes across a portfolio of 150–200 accounts, taking early action to reduce risk and prevent avoidable cancellations.

• Help customers understand the value of the services they already have through clear, relevant and data‑informed renewal conversations.

• Manage renewals from 12–16 weeks before the renewal date, coordinating internal and customer stakeholders to keep decisions on track.

• Increase adoption of automatic renewal and help make onboarding and renewal processes more efficient.

• Respond to contract and renewal questions clearly and promptly, giving customers a straightforward experience.

• Monitor customer usage, feedback and Salesforce insights to identify risks and decide where to focus.

• Follow agreed actions when a customer signals an intention to cancel, and keep the right people involved.

• Maintain accurate renewal forecasts, account plans and records of customer communications in Salesforce.

• Share customer feedback with internal teams to support improvements to our products, services and processes.

• Work with Client Services, Operations, Advisory and Product to give customers consistent support.

• Identify opportunities to automate and improve our renewal workflows and reporting.

Skills, qualifications and experience

• Experience in account management, customer retention or contract management in a B2B subscription or SaaS business.

• Confidence managing renewal conversations, negotiations and procurement processes.

• Strong organisation and the ability to manage a high‑volume customer portfolio in a fast‑paced environment.

• Comfortable using data, dashboards and CRM insights to prioritise work and guide customer conversations.

• Clear communication skills and the ability to build trust with different customer and internal stakeholders.

• Fluency in English

• Experience with Salesforce or a similar CRM.

• Knowledge of fashion, beauty, interiors or consumer goods is helpful, but not essential.