Customer Retention Manager - Platform.sh

About Upsun (formerly Platform.sh)

Upsun is the cloud application platform built for today's hybrid teams, where AI agents write and test code and humans focus on solving complex problems. Developers, DevOps engineers, and platform teams use Upsun to build, ship, and scale confidently without wrestling with backend infrastructure.

Upsunners are a remote, global workforce who thrive in a multicultural environment. We are committed to open source and an open, welcoming culture.

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 involves proactive, health-focused outreach—building relationships at scale, bringing a human touch to segments often managed through automation, and catching risk early.

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.

What to Expect

• 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.
• 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 to identify at-risk accounts early and execute save strategies.
• Automation & AI Enablement: Support the implementation of automated outreach, lifecycle campaigns, and renewal risk workflows.
• 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.
• Stakeholder Collaboration: Work closely with Sales, Customer Success, Product, Data, and GTM teams to inform retention strategy.

What You Bring

• Renewal Lifecycle Experience: Experience managing a rolling renewal pipeline well in advance of contract expiration.
• Commercial Negotiation Skills: Experience negotiating pricing, contract terms, and multi-year agreements.
• 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.
• 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 AEs.
• Versatility: Comfort operating across customer-facing engagement conversations and systems/process design.
• Growth Mindset: Commitment to continuous improvement and scalable operations.

Where We Hire

At Upsun, remote work is our foundation. While we have team members in over 30 countries, we are currently focused on hiring for this role in the UK, France, Spain, Germany, or Canada (legal authorization to work in these countries is required without visa sponsorship).

What We Offer

• Flexible PTO
• Comprehensive healthcare coverage
• Company stock options
• Professional development budget
• Office equipment and wellness budgets
• Internet reimbursement
• Inclusive parental leave
• Remote work travel program