Commercial & Retention Manager

Goodlord; Sheffield; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Annual development fund

Bi-weekly mental health coaching

25 days holiday plus UK bank holidays

Paid parental leave (3 months)

Job summary

Goodlord is seeking a Commercial & Retention Manager to protect and grow ARR across a large SMB portfolio. You will own renewals, retention, and expansion, blending automation with decisive human intervention. The role sits in a hybrid Sheffield setup, reporting to the Head of Account Management.

You’ll negotiate multi-year deals, uplift renewals, and cross-sell products while maintaining a prioritized renewal pipeline using Salesforce and Planhat.

Qualifications

• Proven commercial experience in account management or a similar role with ARR targets.
• Strong negotiation skills and commercial judgment.
• Track record of identifying and converting upsell/cross-sell opportunities while managing retention.
• Excellent organisational skills and CRM discipline using Salesforce and Planhat.

Responsibilities

• Own and protect ARR across a large SMB portfolio, driving renewals and retention.
• Lead end-to-end commercial negotiations and multi-year renewal opportunities.
• Maintain a clear pipeline of renewals and retention risks using data-driven insights.
• Partner with the Customer Experience team to mitigate churn and identify upsell triggers.

Skills

Account Management

Negotiation

Upsell / Cross-sell

CRM discipline

Tools

Salesforce

Planhat

Job description

Sheffield Hybrid - 3 days per week in office (2 of which will be Tues/Weds, 3rd day being either side of this), 2 working remotely.

We’re looking for an autonomous, commercially-minded Commercial & Retention Manager to protect and grow ARR across our SMB customer base. Reporting to the Head of Account Management, you’ll lead on renewals, retention, and expansion - blending automated processes with smart, high-impact human intervention.

The Opportunity:

• Own and protect ARR across a large SMB portfolio, driving renewal retention and identifying incremental growth opportunities.

• Partner closely with the Customer Experience team to leverage key customer insights and tackle underlying churn risks or upsell triggers.

• Lead commercial negotiations end-to-end, crafting tailored solutions through multi-year deals, renewal uplifts, and product cross-sells.

• Maintain a clear, prioritised pipeline of upcoming renewals and retention risks using data-driven insights and CRM automation.

What we need from you:

• Proven commercial experience in Account Management or a similar customer-facing role with a track record of meeting ARR targets.

• Strong negotiation skills and confident commercial judgment - knowing when to hold firm, when to negotiate, and when a concession makes sense.

• Track record of identifying and converting upsell/ cross-sell opportunities while proactively managing retention and churn risks.

• Excellent organisational skills to manage high-volume portfolios using data, prioritisation, and rigorous CRM discipline (we use Salesforce and Planhat).

Our mission:

• Two in five people in the UK rent their homes. Goodlord's mission? To be the gold standard platform for renting

• We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution

• Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350+ Goodlordians across the group supporting the mission!

Why you'll love being a Goodlordian

Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s a few favourites amongst Goodlordians (check out our careers page for more info).

• Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally!

• Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health

• 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.

• Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals

• Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics

Goodlord wants applicants from all backgrounds and walks of life; we are an equal opportunity employer committed to creating an inclusive environment.

Creating a space where everyone feels included is central to who we are. Because we're an open book and we learn from each other, we actively champion diverse perspectives and unique life experiences. If there is anything you need to participate fully in the interview process, we'd love to hear about that too - please include it in your application.

** Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.

A full job spec is available on request.