Customer Retention Manager

About Upsun (formerly Platform.sh): Upsun is a cloud application platform designed for hybrid teams where AI agents write and test code and humans focus on problem-solving. It offers predictable performance, secure and compliant environments, real-time observability, fast cloning and provisioning, and AI-ready features. The company supports a global remote workforce and values curiosity, innovation, and collaboration. Impact of a Customer Retention Manager: As a Customer Retention Manager, you will protect and grow revenue across a high-volume portfolio of customer accounts through proactive human outreach and health monitoring. You will build relationships at scale, catch risks early, and ensure renewal conversations are natural and low-friction. You will work within workflows, health scoring, automation, and segmentation to scale retention effectively. Reporting to the VP of Customer Success, you will collaborate with Sales, Customer Success, Product, Data, and GTM teams to inform retention strategy and engagement models. What to expect: — Manage a rolling pipeline of customer renewals, initiating conversations ahead of contract expiration and driving accounts to close. — Help build and improve scalable retention and renewal workflows using Salesforce and integrated tools. — Own direct outreach to smaller and long-tail accounts by proactively building relationships. — Contribute to designing customer lifecycle journeys, engagement triggers, and tech-touch motions. — Use customer health scoring frameworks to identify at-risk accounts early and develop save strategies. — Support implementation of automated outreach, lifecycle campaigns, and renewal risk workflows, and identify opportunities to leverage AI and automation. — Negotiate pricing, contract terms, and multi-year agreements within company guidelines. — Partner with Customer Success Managers and Account Executives to identify and close upsell and cross-sell opportunities during renewals. — Collaborate closely with internal teams to support retention strategy and customer engagement. What you bring: — Experience managing a rolling renewal pipeline and engaging customers ahead of contract expiration. — Commercial negotiation skills for pricing, contract terms, and multi-year agreements. — Ability to identify at-risk accounts early and collaborate on save strategies. — Hands-on experience with Salesforce or similar CRM, including operational workflows or lifecycle processes. — Solid understanding of customer health scoring, lifecycle automation, and retention strategy. — Proven ability to identify upsell and cross-sell opportunities in partnership with CSMs and Account Executives. — Comfort operating across customer-facing engagement and systems/process design conversations. — Commitment to continuous improvement and seeking better ways to engage customers and support scalable operations. Where we hire: Remote work with focus on candidates located in the UK, France, Spain, Germany, or Canada. No visa sponsorship available; candidates must be authorized to work in these countries. How we hire: Four video interviews via Google Meet: Talent Acquisition (45 min), Hiring Manager (60 min), Team (60 min), Executive (45 min). Background checks required. What we offer: — A product with positive impact as a proud B Corp. — Recognized workplace by Forbes and France’s Best Workplaces for Women. — Flexible, open, and inclusive culture valuing employee voice. — Global diverse team. — Benefits including flexible PTO, comprehensive healthcare (UK, Canada, France, Spain, USA), company stock options, professional development budget, office equipment budget, wellness budget, annual team gatherings, internet reimbursement, inclusive parental leave, and remote work travel program. You belong here: Upsun celebrates diversity and fosters an inclusive, equitable, and supportive workplace. Accommodations are available during the hiring process to ensure accessibility and comfort.