Renewals & Retention Growth Manager

Platform.sh; United Kingdom; Remote; GBP 65,000 - 90,000; Full time

Job summary

Upsun seeks a Customer Retention Manager to protect and grow revenue across a high-volume portfolio of accounts. You will conduct proactive outreach, monitor health, and build relationships at scale, blending human touch with automation to keep renewal experiences smart and low-friction.

Reporting to the VP, Customer Success, you will collaborate with Sales, Product, Data, and GTM teams to shape retention strategy and engagement models across the business.

Qualifications

• Experience managing a rolling renewal pipeline ahead of contract expiration.
• Experience negotiating pricing, contract terms, and multi-year agreements within guidelines.
• Ability to identify at-risk accounts early and collaborate on save strategies.
• Hands-on experience with Salesforce or similar CRM, including lifecycle workflows.
• Solid understanding of health scoring, lifecycle automation, and retention strategy.
• Proven ability to identify upsell and cross-sell opportunities with CSMs and Account Executives.
• Versatility across stakeholders and rapid adaptation in a fast-paced environment.

Responsibilities

• Manage a rolling pipeline of customer renewals and drive each account through to close.
• Help build scalable retention and renewal workflows using Salesforce and integrated tooling.
• Own direct, human outreach to smaller and long-tail accounts.
• Contribute to the design of customer lifecycle journeys, engagement triggers, and tech-touch motions.
• Use health scoring and lifecycle signals to identify at-risk accounts early and coordinate save strategies.
• Support automated outreach, lifecycle campaigns, and renewal risk workflows, and flag AI opportunities.
• Negotiate pricing, contract terms and multi-year agreements within company guidelines.
• Identify and close upsell and cross-sell opportunities during the renewal cycle.
• Collaborate with Sales, Customer Success, Product, Data, and GTM teams to support retention strategy.

Skills

Renewal lifecycle experience

Commercial negotiation

Risk identification & save strategy

CRM & systems experience

Retention & lifecycle knowledge

Expansion mindset

Versatility

Tools

Salesforce

Job description

Upsun seeks a Customer Retention Manager to protect and grow revenue across a high-volume portfolio of accounts. You will conduct proactive outreach, monitor health, and build relationships at scale, blending human touch with automation to keep renewal experiences smart and low-friction.

Reporting to the VP, Customer Success, you will collaborate with Sales, Product, Data, and GTM teams to shape retention strategy and engagement models across the business.