Platform.sh·Canada, France, Germany, Spain·9 авг.
Customer Retention Manager
🌍 УдалённоБез опытаПолная занятость🌐 Глобал
Вилки нет, про деньги придётся договариваться с нуля.
Наша компания
About Upsun (formerly Platform.sh) Upsun is the cloud application platform humans and robots love. It is built for today’s hybrid teams, where AI agents write and test code and humans focus on solving the problems that really matter. Developers, DevOps engineers, and platform teams use Upsun to build, ship, and scale confidently without wrestling with backend infrastructure. We give you your time back. You get:
О роли
Predictable performance, even at scale Secure, compliant environments by default
Наши требования
Renewal Lifecycle Experience: Experience managing a rolling renewal pipeline, engaging customers well in advance of contract expiration
Commercial Negotiation Skills: Experience negotiating pricing, contract terms, and multi-year agreements within established guidelines
Risk Identification & Save Strategy: Ability to identify at-risk accounts early and collaborate cross-functionally on save strategies
CRM & Systems Experience: Hands-on experience working within Salesforce or a similar CRM, including contributing to operational workflows or lifecycle processes
Retention & Lifecycle Knowledge: Solid understanding of customer health scoring, lifecycle automation, and retention strategy
Expansion Mindset: Proven ability to identify upsell and cross-sell opportunities in partnership with CSMs and Account Executives
Versatility: Comfort operating across both customer-facing engagement conversations and systems/process design conversations
Growth Mindset: Demonstrates a sustained commitment to continuous improvement, actively seeking out better ways to engage customers and support scalable operations
Where we hire
At Upsun, remote work isn't just a trend - it's our foundation. The freedom of remote work with the support of a diverse, global team has been our successful model for over a decade. Our culture celebrates flexibility and collaboration, and while we have team members in over 30 countries around the globe, we are currently focused on hiring for this role in the UK, France, Spain, Germany or Canada. Although we’re unable to provide visa sponsorship at this time, we welcome applications from all qualified candidates who are legally authorized to work in these countries
How we hire
We know that a great hire won’t meet every requirement that we’ve outlined. If you can see yourself elevating the team, we want to hear your story. Few of us would be here had we not taken a chance
You can expect 4 video interviews on Google Meet to follow the order below. Should you successfully move through the entire process you will have the opportunity to meet with a variety of Upsunners. Our goal is to ensure you can make the most informed decision on whether this role, and our culture aligns with what you’re looking for in your future working environment
45 Minutes with Talent Acquisition
60 Minutes with Hiring Manager (VP, Customer Success)
60 Minutes with Team (IC's)
45 Minutes with Executive (COO)
All roles require background checks
Мы предлагаем
A product you can believe in - Join us in transforming how businesses build and manage web applications, driven making a positive impact as a proud B Corp
An Award-Winning Workplace - We’ve been recognized by Forbes’ Top 30 Companies for Remote Jobs and France’s Best Workplaces for Women
️ A culture that values your voice - Join a flexible, open, and inclusive work environment where your voice is encouraged, and your ideas shape our growth and evolution
A global team - Collaborate with colleagues from diverse backgrounds across the world, embracing different perspectives
Flexible PTO
Comprehensive healthcare coverage (UK, Canada, France, Spain, USA)
Company stock options
Professional development budget
Office equipment budget
♀️ Wellness budget
Annual team gatherings
Internet reimbursement
Inclusive parental leave
✈️ Remote work travel program
Дополнительно
We make a positive impact
✨ We aim for the stars
We care for each other
Impact of a Customer Retention Manager
As our Customer Retention Manager, you play a key role in protecting and growing revenue across a high-volume portfolio of customer accounts. Your day-to-day is proactive, human outreach and health monitoring — building real relationships at scale, bringing a human touch to segments that are often managed purely through automation, and catching risk early. When you manage that well, renewal conversations become a natural next step rather than the main event. You'll also work within the workflows, health scoring, automation, and segmentation that let retention scale without creating internal chaos, all while keeping the renewal experience smart, timely, and low-friction
Reporting to our VP, Customer Success, this role is ideal for someone who loves building, improving processes, testing ideas, and seeing direct impact on both customer outcomes and business performance. You'll work closely with Sales, Customer Success, Product, Data, and GTM teams to inform retention strategy and engagement models across the business
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
Proactive Relationship Building: Own direct, human outreach to smaller and long-tail accounts by proactively building relationships with them
Lifecycle & Tech-Touch Design: Contribute to the design of customer lifecycle journeys, engagement triggers, and tech-touch motions
Health Scoring & Risk Identification: Use customer health scoring frameworks- built on usage, engagement, and lifecycle signals- to identify at-risk accounts early, partnering with internal stakeholders to develop and execute save strategies
Automation & AI Enablement: Support the implementation of automated outreach, lifecycle campaigns, and renewal risk workflows, and flag opportunities to leverage AI and automation
Commercial Negotiation: Negotiate pricing, contract terms, and multi-year agreements within established company guidelines
Expansion Identification: Partner with Customer Success Managers and Account Executives to identify and close upsell and cross-sell opportunities during the renewal cycle
Stakeholder Collaboration: Work closely with Sales, Customer Success, Product, Data, and GTM teams to support and inform retention strategy and customer engagement models
Технологии и навыки
Platform.sh
Canada, France, Germany, Spain
ГрейдБез опыта
ЗанятостьПолная занятость
РегионИндия
ФорматУдалённо
ИсточникСкрыто
Опубликовано9 авг.
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