Customer Retention Manager

Tech Sales Jobs; Nottingham; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Pension

Bupa healthcare

Sharesave Scheme

25 days annual leave

Job summary

Experian, a global data and technology company, is hiring a Customer Retention Manager to own retention for Growth Markets – EBE Retention within GTM. You will protect revenue, re‑establish product usage, and secure renewals by demonstrating ongoing value of Experian’s solutions.

You’ll build strong client relationships, negotiate favourable terms, and influence client decisions to drive positive business outcomes.

Qualifications

• Experience in customer retention, especially with SME clients in a B2B software environment.
• Proven track record of hitting retention, renewal or revenue-protection targets.
• Strong ability to influence outcomes while maintaining long-term client relationships.

Responsibilities

• Owns customers at risk or with renewal intent to protect and retain revenue.
• Re-establish product usage and secure renewals by demonstrating ongoing value.
• Build relationships and negotiate favourable contract terms with clients.

Skills

Retention targets

B2B software

Negotiation

Stakeholder management

Job description

Customer Retention Manager - Sales

Location: Nottingham, gb

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.

Job Description

We are looking for aCustomer Retention Managerto join ourGrowth Markets – EBE Retentionteam withinGTM. Reporting into theSales Manager, you will take ownership of customers who are at risk, have stopped using the product, or have expressed an intent to cancel. Your primaryobjectiveis toprotect andretainrevenue, re‑establishproduct usage, and secure renewals bydemonstratingongoing value from Experian’s solutions.

You will build strong client relationships, negotiating favourable contract terms, and influencing client decision-making to drive positive business outcomes. You will engage with clients who wish to cancel, addressing their concerns and presenting tailored solutions to retain their business.

Qualifications

• Experience in customer retention, particularly with SME clients, account management, or a similar role in the B2B software industry.
• Demonstrate achievement of retention targets and forecasting.
• Track recordof achievingretention, renewal, or revenue protection targetsrather than pure new‑business sales.
• Strong commercial negotiation skills with the ability to influence outcomes whilemaintaininglong‑term customer relationships.
• Tailor communication style to suit a diverse audience, building partnerships and conveying complex information clearly.
• Demonstrate a data-driven approach to decision-making and address client concerns and present tailored solutions.
• Experience collaborating effectively, aligning client needs with our goals to achieve mutually beneficial outcomes.
• Work with cross-functional teams to achieve common goals.

Additional Information

Benefits package includes:

• Hybrid working - 40% office based
• Great compensation package and uncapped commission
• Core benefits include Pension, Bupa healthcare, Sharesave Scheme and more
• 25 days annual leave with 8 bank holidays and 3 volunteering days. You can purchase additional annual leave.

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces 2025 (Fortune Global Top 25), Great Place To Work in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Aff

Recruitment Fraud Awareness- Experian's recruitment process is conducted only through authorised channels. Recruitment communications will only be sent from an @experian.com email address. Experian will never ask candidates to make any payment as part of an application, interview, assessment, onboarding, or recruitment process.

Grade: E/EB9

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