EMEA SaaS Account Manager – Retention & Renewals

WGSN; Greater London; Presencial; GBP 42.000 - 64.000; Jornada completa

Descripción de la vacante

WGSN is seeking an Account Manager for its EMEA Retention Acceleration team. You will manage 150–200 small and mid-size customer accounts, prioritising retention and value understanding of existing services.

You will drive renewals, use usage data and Salesforce insights to spot risk early, coordinate with internal teams, and deliver a joined-up onboarding through to renewal experience.

Formación

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

Responsabilidades

• Own renewal outcomes across a portfolio of 150–200 accounts, taking early action to reduce risk and prevent cancellations.
• Help customers understand the value of the services they already have through renewal conversations.
• Manage renewals 12–16 weeks before renewal date, coordinating internal and customer stakeholders.
• Increase adoption of automatic renewal and improve onboarding and renewal processes.
• Respond to contract and renewal questions clearly and promptly for a straightforward experience.
• Monitor usage, feedback and Salesforce insights to identify risks and focus efforts.
• Follow agreed actions when a customer signals cancellation and involve the right people.
• Maintain renewal forecasts, account plans and records in Salesforce.
• Share customer feedback with internal teams to improve products, services and processes.
• Collaborate with Client Services, Operations, Advisory and Product for consistent support.
• Identify opportunities to automate and improve renewal workflows and reporting.

Conocimientos

Account management

Renewals management

Data-driven renewals

CRM insights

Salesforce

Communication

Stakeholder management

English & Italian

Herramientas

Salesforce

Descripción del empleo

WGSN is seeking an Account Manager for its EMEA Retention Acceleration team. You will manage 150–200 small and mid-size customer accounts, prioritising retention and value understanding of existing services.

You will drive renewals, use usage data and Salesforce insights to spot risk early, coordinate with internal teams, and deliver a joined-up onboarding through to renewal experience.