Customer Retention Manager

Upsun is hiring a Customer Retention Manager to protect and grow revenue across a high-volume portfolio of customer accounts. The role owns renewal pipelines, builds proactive customer relationships, identifies retention risks and expansion opportunities, and improves scalable retention workflows in collaboration with cross-functional teams.

Responsibilities:

• 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
• 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
• Own direct, human outreach to smaller and long-tail accounts by proactively building relationships with them
• Contribute to the design of customer lifecycle journeys, engagement triggers, and tech-touch motions
• 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
• Support the implementation of automated outreach, lifecycle campaigns, and renewal risk workflows, and flag opportunities to leverage AI and automation
• Negotiate pricing, contract terms, and multi-year agreements within established company guidelines
• Partner with Customer Success Managers and Account Executives to identify and close upsell and cross-sell opportunities during the renewal cycle
• Work closely with Sales, Customer Success, Product, Data, and GTM teams to support and inform retention strategy and customer engagement models

Requirements:

• Experience managing a rolling renewal pipeline, engaging customers well in advance of contract expiration
• Experience negotiating pricing, contract terms, and multi-year agreements within established guidelines
• Ability to identify at-risk accounts early and collaborate cross-functionally on save strategies
• Hands-on experience working within Salesforce or a similar CRM, including contributing to 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 both customer-facing engagement conversations and systems/process design conversations
• Demonstrates a sustained commitment to continuous improvement, actively seeking out better ways to engage customers and support scalable operations
• 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