Customer Retention Manager

About the Opportunity

Upsun is hiring a Customer Retention Manager to protect and grow recurring revenue across a high-volume portfolio of customer accounts.

This is a remote role focused on customer renewals, retention, lifecycle management, risk identification, commercial negotiation, account expansion, and scalable customer engagement.

What You’ll Do

• Manage a rolling pipeline of customer renewals across a high-volume portfolio.
• Start renewal conversations well ahead of contract expiration and drive accounts through to close.
• Help improve scalable retention and renewal workflows using Salesforce and connected systems.
• Build proactive relationships with smaller and long-tail customer accounts.
• Contribute to customer lifecycle journeys, engagement triggers, and tech-touch programs.
• Use customer health scoring and lifecycle signals to identify accounts at risk of churn.
• Partner with internal teams to develop and execute save strategies.
• Support automated outreach, lifecycle campaigns, and renewal-risk workflows.
• Identify opportunities to use AI and automation to improve retention operations.
• Negotiate pricing, contract terms, and multi-year agreements within company guidelines.
• Partner with Customer Success Managers and Account Executives on upsell and cross-sell opportunities.
• Collaborate with Sales, Customer Success, Product, Data, and GTM teams on retention strategy.

Required Background

Candidates should have experience managing customer renewal pipelines and engaging customers before contract expiration.

The role also requires experience negotiating pricing, contract terms, and multi-year agreements, together with the ability to identify churn risk and contribute to customer save strategies.

Systems and Retention Skills

Hands-on experience with Salesforce or a similar CRM is required, along with an understanding of customer health scoring, lifecycle automation, retention strategy, and operational workflows.

Candidates should be comfortable working across both customer-facing conversations and internal systems or process-design discussions.

Remote Work and Hiring Locations

Upsun operates as a remote-first global company.

The detailed hiring section for this role states that the company is currently hiring candidates in the United Kingdom, France, Spain, Germany, or Canada, and requires candidates to already be legally authorized to work in the applicable country.

The listing header also mentions USA and Canada, so candidates should verify current U.S. eligibility directly with Upsun before applying.

Background Check and Sponsorship

All roles require a background check.

Upsun states that visa sponsorship is not available for this role.

Compensation

No numerical salary or compensation range is provided in the supplied listing.

About Upsun

Upsun, formerly Platform.sh, provides a cloud application platform used by developers, DevOps teams, and platform teams to build, deploy, scale, and operate applications.

Candidates applying through WorkinVirtual will be directed to Upsun’s official careers page. WorkinVirtual is not the employer and does not accept applications for this opportunity.