Customer Success Manager (Renewals & Retention) (Ref: 191384)

Forsyth Barnes; United Kingdom; Hybrid; GBP 111,000 - 134,000; Full time

Job summary

A dynamic AI scale-up in the United Kingdom is seeking a Customer Success Manager (Renewals & Retention) to build and lead the renewals function. In this role, you will manage a portfolio of housing customers and collaborate with various teams to drive retention and uncover growth opportunities. This position offers a competitive compensation package including equity and numerous benefits, all in a fast-paced, innovative environment.

Benefits

Equity options

Health insurance premiums covered

Unlimited vacation

Monthly fitness stipend

Relocation package available

Qualifications

• 2+ years in a client-facing, quota-carrying role ideally in SaaS.
• Track record of exceeding retention or sales targets in a fast-growth environment.
• Experience with larger deal sizes ($50K-$100K+) preferred.

Responsibilities

• Own the end-to-end renewal process, from outreach to close.
• Manage a portfolio of housing customers focusing on retention.
• Forecast renewal performance and risk exposure.

Skills

Client-facing experience

Negotiation skills

Communication skills

Stakeholder management

Job description

About Us

Our client is a fast-scaling AI company on a mission to transform the housing industry. By embedding AI agents into property management workflows, they help owner-operators, property management companies, and real estate firms work smarter, reduce costs, and deliver better resident experiences.

From touring and leasing to maintenance requests and tenant communications, their platform streamlines the renter journey and centralizes everything residents need for their home in one place.

Backed by a $250M Series E led by Andreessen Horowitz, they’re scaling rapidly and building out their GTM functions to match.

Job Description

Our client is hiring their first Customer Success Manager (Renewals & Retention) to build and own the renewals function. This is a brand-new role designed to secure multi-year revenue, reduce churn, and identify growth opportunities across their housing customer base.

You’ll work closely with Account Executives and Customer Success colleagues, supporting customers from SMB through mid-market and select enterprise accounts. The role begins as an individual contributor but has strong potential to grow into management as the team scales.

If you thrive in fast-growth, startup environments and want to design the playbook instead of following one, this is the opportunity for you.

Key Responsibilities

• Own the end-to-end renewal process, from outreach and negotiation through to close
• Manage a portfolio of housing customers (SMB, mid-market, and select enterprise accounts) with a focus on retention and multi-year renewals
• Collaborate with Sales, Customer Success, Finance, and Legal to secure on-time renewals while preserving contract value and uncovering upsell/cross-sell opportunities
• Forecast renewal performance and risk exposure to give leadership visibility into gross renewal rate and net revenue retention
• Partner with GTM leadership to design and refine the renewals motion, including cadences, talk tracks, and reporting dashboards
• Act as the customer’s voice internally, sharing feedback and insights with product and strategy teams

Requirements

• 2+ years in a client-facing, quota-carrying role (renewals, account management, customer success, or sales) ideally in SaaS
• Track record of exceeding retention or sales targets in a startup or fast-growth environment
• Comfortable navigating ambiguity and building new processes from scratch
• Experience with larger deal sizes ($50K-$100K+) preferred
• Strong communication, negotiation, and stakeholder management skills
• Based in New York or Boston, with willingness to work 4+ days a week in office (relocation support available)

Benefits

• $150K-$180K OTE plus equity
• Stock options in a high-growth, Series E business
• Medical, dental, and vision premiums covered 100%
• Fully paid parental leave
• 401k and commuter benefits
• Monthly fitness stipend
• Unlimited vacation and paid holidays
• Relocation package available
• A collaborative, high-growth environment with in-office perks including catered lunches, stocked kitchen, and regular social events

This is a chance to build a critical customer-facing function from the ground up and shape how retention and renewals are driven at a high-growth AI scale-up.