Customer Retention & Renewal Manager

platform.sh; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

Upsun is seeking a Customer Retention Manager to protect and grow revenue across a high‑volume portfolio of customer accounts. You’ll drive proactive outreach, health checks, and human touch at scale, balancing automation with personalised engagement to reduce churn and expand renewals.

Reporting to the VP of Customer Success, you’ll collaborate with Sales, Product, Data, and GTM teams to optimize renewal strategies, workflows, and segmentation.

Qualifications

• Experience in customer success or account management.
• Strong communication and data-driven decision making.

Responsibilities

• Renewal Ownership Pipeline Management: Manage a rolling pipeline of customer renewals across a high-volume portfolio, initiating conversations ahead of contract expiration and driving each account through to close.
• Retention Workflow Support: Help build and improve scalable retention and renewal workflows using Salesforce and integrated tooling, contributing to repeatable processes that hold up as portfolio volume grows.
• Proa

Job description

Upsun is seeking a Customer Retention Manager to protect and grow revenue across a high‑volume portfolio of customer accounts. You’ll drive proactive outreach, health checks, and human touch at scale, balancing automation with personalised engagement to reduce churn and expand renewals.

Reporting to the VP of Customer Success, you’ll collaborate with Sales, Product, Data, and GTM teams to optimize renewal strategies, workflows, and segmentation.