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 position open to candidates in the United States and Canada who are already legally authorized to work in their respective country. Visa sponsorship is not available.

What You’ll Do

• Manage a rolling pipeline of customer renewals and begin conversations ahead of contract expiration.
• Drive renewal opportunities through to close across a high-volume customer portfolio.
• Help improve scalable retention and renewal workflows using Salesforce and connected systems.
• Build proactive relationships with smaller and long-tail accounts.
• Contribute to customer lifecycle journeys, engagement triggers, and tech-touch programs.
• Use customer health scoring, usage data, and lifecycle signals to identify at-risk accounts.
• Partner with internal teams to develop and execute customer 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 established guidelines.
• Work with Customer Success Managers and Account Executives to identify 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 in advance of contract expiration.

The role also requires commercial negotiation experience, including pricing, contract terms, and multi-year agreements.

Retention and Systems Skills

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

Candidates should also be comfortable identifying churn risk, contributing to save strategies, and working across both customer-facing conversations and internal systems or process design.

Remote Work and Eligibility

This role is remote within the United States and Canada.

Candidates must already be legally authorized to work in the country where they are based. Upsun does not offer visa sponsorship for this position.

Background Check

All roles at Upsun require a background check.

Compensation

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

About Upsun

Upsun provides software-development and cloud application platforms designed to help human and AI-assisted teams build, review, deploy, and operate software.

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