Renewal & Retention Account Manager

WGSN; Greater London; On-site; GBP 50,000 - 80,000; Full time

Job summary

WGSN in London is seeking an Account Manager for the EMEA Retention Acceleration team. You will manage 150–200 SMB accounts, prioritising retention by helping customers realise value from the services they already have.

This fast-paced, target-driven role uses conversations, usage data and Salesforce insights to spot risk and drive renewals. You will collaborate with internal teams to deliver a joined-up onboarding through to renewal, ensuring consistent customer experiences and accurate renewal

Qualifications

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

Responsibilities

• Own renewal outcomes across a portfolio of 150–200 accounts to reduce risk.
• Explain value of services through data-informed renewal conversations.
• Manage renewals 12–16 weeks before the renewal date with stakeholders.
• Increase adoption of automatic renewal and streamline onboarding/renewal.
• Respond to contract and renewal questions clearly and promptly.
• Maintain renewal forecasts, account plans and Salesforce records.
• Share customer feedback with internal teams to drive product/service improvements.
• Collaborate with Client Services, Operations, Advisory and Product to ensure consistent support.

Skills

Account management

Customer retention

B2B SaaS

Communication

English fluency

Data-driven conversations

Negotiation

Tools

Salesforce

Job description

WGSN in London is seeking an Account Manager for the EMEA Retention Acceleration team. You will manage 150–200 SMB accounts, prioritising retention by helping customers realise value from the services they already have.

This fast-paced, target-driven role uses conversations, usage data and Salesforce insights to spot risk and drive renewals. You will collaborate with internal teams to deliver a joined-up onboarding through to renewal, ensuring consistent customer experiences and accurate renewal