Customer Retention Manager

About This Opportunity

We are representing a confidential cloud infrastructure company seeking a Customer Retention Manager to join their remote-first team. This is a fully remote position open to candidates in the UK, France, Spain, Germany, or Canada.

In this role, you'll protect and grow revenue across a high-volume portfolio of customer accounts through proactive outreach, relationship building, and strategic health monitoring. You'll bring a human touch to segments often managed through automation alone, ensuring renewal conversations feel natural rather than transactional.

This position reports to the VP of Customer Success and offers significant opportunity to shape retention strategy, workflows, and customer engagement models alongside Sales, Product, Data, and GTM teams.

Responsibilities

• Manage a rolling pipeline of customer renewals across a high-volume portfolio, initiating conversations well ahead of contract expiration and driving accounts through to close
• Build and improve scalable retention and renewal workflows using CRM systems and integrated tooling
• Own direct, proactive outreach to smaller and long-tail accounts, building genuine relationships at scale
• 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 and develop save strategies with internal stakeholders
• Support implementation of automated outreach, lifecycle campaigns, and renewal risk workflows, identifying 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
• Collaborate closely with Sales, Customer Success, Product, Data, and GTM teams to inform retention strategy and customer engagement models

What We're Looking For

• Experience managing a rolling renewal pipeline and engaging customers well in advance of contract expiration
• Commercial negotiation skills, including experience with pricing, contract terms, and multi-year agreements
• Ability to identify at-risk accounts early and collaborate cross-functionally on save strategies
• Hands-on experience working within Salesforce or similar CRM systems, 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 and systems/process design conversations
• Growth mindset with sustained commitment to continuous improvement and finding better ways to engage customers
• Legal authorization to work in the UK, France, Spain, Germany, or Canada (visa sponsorship is not available)

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your background and fit for the role. Qualified candidates are then submitted to our client for consideration. You can expect approximately four video interviews if selected to move forward, including conversations with Talent Acquisition, the Hiring Manager (VP, Customer Success), team members, and an executive.

Important: Please do not attempt to contact the client company directly. All communication and coordination will be managed through Get A Job.ai to ensure a professional and organized process for all parties.

Pay

Compensation details will be discussed during the screening process based on your experience and location.

Equal Opportunity: Get A Job.ai is committed to inclusive recruiting practices. We welcome candidates from all backgrounds and provide accommodations as needed throughout our process.