Customer Retention & Upsell Specialist

Klipboard group; Bristol; On-site; GBP 35,000 - 52,000; Full time

Job summary

Rewire Security is seeking a Customer Retention & Upsell Specialist in the UK to protect and grow the existing customer base. This role emphasizes consultative selling, renewal management, and targeted upsell decisions to expand accounts.

The position offers uncapped commission potential and real progression opportunities within the Group, ideal for someone who thrives on delivering value to customers and driving revenue growth.

Qualifications

• Proven experience in sales, customer retention, or account management.
• Strong consultative selling and relationship-building skills.
• Excellent verbal and written communication, negotiation, and objection handling.
• Knowledge of GPS tracking or fleet management is advantageous.

Responsibilities

• Protect and grow existing customer base through retention activity and upselling.
• Proactively contact customers ahead of renewals to secure continuity.
• Identify at‑risk accounts and develop tailored retention strategies.
• Build and maintain long‑term relationships across B2B and B2C segments.
• Identify and pursue upsell and cross‑sell opportunities (SaaS, hardware).
• Conduct needs‑analysis to match requirements to product portfolio.
• Handle inbound retention queries with a consultative approach.
• Develop account plans for key clients to maximise value.
• Meet and exceed revenue and retention targets.

Skills

Sales

Customer retention

Account management

Consultative selling

Relationship building

Tools

Salesforce

HubSpot

GPS Live tracking platform

Microsoft 365

Dashboards / KPI reporting

Job description

As our Customer Retention & Upsell Specialist, you will be at the heart of our commercial growth strategy—protecting and growing our existing customer base by renewing subscriptions, deepening relationships, and identifying opportunities to expand accounts through targeted product and service recommendations. This is a warm‑account role built on consultative selling and genuine customer partnership, not cold outreach. With uncapped commission potential and real progression opportunities within the Group, this is an ideal opportunity for a commercially driven individual who genuinely loves delivering value to customers.

Key Responsibilities

• Protect and grow Rewire Security’s existing customer base through proactive retention activity, consultative upselling, and outstanding relationship management. Drive subscription renewal rates, reduce churn, and identify commercial growth opportunities across the B2B and B2C customer portfolio.
• Proactively contact existing customers ahead of subscription renewals to secure continuity and reduce churn.
• Identify at‑risk accounts and develop tailored retention strategies to address customer concerns and objections.
• Build and maintain strong, long‑term customer relationships across B2B and B2C customer segments.
• Identify and pursue upsell and cross‑sell opportunities, including SaaS upgrades, dashcam solutions, and additional GPS hardware.
• Conduct needs‑analysis conversations to understand evolving customer requirements and match them to Rewire Security’s product portfolio.
• Handle inbound retention queries with a consultative, solutions‑focused approach.
• Develop account plans for key B2B clients to maximise account expansion and lifetime value.
• Meet and exceed monthly, quarterly, and annual revenue and retention targets.

Systems, Tools and Technology

• CRM system (e.g., Salesforce, HubSpot, or similar) — maintaining accurate customer records and sales pipeline.
• GPS Live tracking platform — strong working product knowledge required.
• Microsoft 365 (Outlook, Teams, Excel).
• Sales performance and KPI reporting dashboards.

Technical and Professional Expertise

• Proven experience in sales, customer retention, account management, or customer success.
• Strong consultative selling skills—able to understand customer needs and present tailored solutions.
• Confident making outbound calls and managing high volumes of customer interactions.
• Excellent verbal and written communication, negotiation, and objection‑handling skills.
• Knowledge of GPS tracking, telematics, or fleet management technology is advantageous.

Core Responsibilities and Contributions

• Meet and exceed monthly, quarterly, and annual retention and upsell revenue targets.
• Maintain a high level of customer satisfaction throughout the renewal and upsell process.
• Maintain accurate, up‑to‑date CRM records in full compliance with GDPR requirements.
• Provide regular reporting on retention rates, upsell pipeline, and account activity.
• Contribute to team best practice and share market insights with the wider sales and product teams.

Customer Experience

• Serve as the primary point of contact for a portfolio of existing accounts, delivering a consistently excellent experience at every touchpoint.
• Act as a customer advocate internally, feeding insights back to Product, Marketing, and Operations teams.
• Conduct regular account check‑ins to assess satisfaction, usage levels, and growth potential.
• Resolve customer concerns efficiently and professionally, escalating where appropriate.

Key Outcomes and Activities

• Subscription renewal rates maintained and improved year‑on‑year.
• Upsell and cross‑sell revenue targets achieved or exceeded each quarter.
• Customer satisfaction scores (NPS / CSAT) maintained at high levels.
• CRM data accuracy upheld across all managed accounts.
• At‑risk accounts identified early and successfully retained.
• Work collaboratively with the wider sales, marketing, and product teams to align on customer messaging and commercial approach.
• Share customer insights and competitive intelligence to inform product development and retention strategy.
• Uphold Rewire Security’s values: customer obsession, ownership, ambition, and integrity.
• Embrace a culture of continuous improvement and contribute to best practice development within the Customer Success team.

Additional Responsibilities

• Stay current with industry trends, competitor offerings, and product developments in GPS tracking and fleet management.
• Participate in team meetings, training sessions, and performance reviews as required.
• Support ad‑hoc commercial or customer success initiatives as directed by the line manager.
• Actively embrace AI tools and ways of working to enhance personal productivity and customer outcomes, in line with the Group’s AI‑first approach.

Key Relationships

• Sales Manager / Head of Customer Success (direct line manager)
• Sales and Commercial team colleagues at Rewire Security
• Marketing and Employer Brand team
• Product and Operations teams
• Finance / Billing
• Existing B2B and B2C customers across the Rewire Security portfolio
• New and prospective customers (upsell and referral opportunities)
• Third‑party technology suppliers and partners as required

Skills, Knowledge and Experience

• Demonstrable experience in a sales, customer retention, account management, or customer success role.
• Proven track record of meeting or exceeding sales or retention targets.
• Outstanding verbal and written communication skills, with the ability to build rapport quickly.
• Strong interpersonal and consultative skills—naturally empathetic, confident, and persuasive.
• Self‑motivated and target‑driven, with a resilient and positive attitude.
• Comfortable making outbound calls and managing a high volume of customer interactions.
• Proficient with CRM systems and standard Microsoft Office tools.
• Excellent organisational skills with strong attention to detail.
• Able to work effectively both independently and as part of a team.
• Right to work in the United Kingdom.

Preferred Qualifications and Experience

• Experience in a SaaS, technology, or fleet/logistics environment.
• Familiarity with GPS tracking, telematics, or fleet management solutions.
• Experience managing or growing B2B accounts.
• Exposure to dashcam, hardware, or IoT product sales.
• Curiosity about how AI can enhance productivity, decision‑making and customer outcomes, and an openness to learning and adapting as this space evolves.

Diversity & Inclusion

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.