Customer Retention Manager

Platform.sh

18h•Remote

About The Position

Upsun is the cloud application platform humans and robots love. It is built for today’s hybrid teams, where AI agents write and test code and humans focus on solving the problems that really matter. Developers, DevOps engineers, and platform teams use Upsun to build, ship, and scale confidently without wrestling with backend infrastructure. We give you your time back. We give you: Predictable performance, even at scale, Secure, compliant environments by default, Real-time observability and profiling built in, Cloning, configuration, and provisioning in seconds, AI-ready features that plug directly into your stack. The name says it all. "Up" means uptime, reliability, and acceleration. "Sun" reflects our follow-the-sun-support, a 24x7, globally distributed support team keeping the lights on while you rest. Our core belief is that software should power brighter solutions and greater innovation. Upsunners are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming environment. Our team spans the globe and the experience spectrum. What's our commonality, our cultural fabric? A curious spirit and a thirst for knowledge; an eagerness for innovative ideas and cultures. We believe we can build anything together in an environment that frees you to do your best work. Our values: 🌿 We make a positive impact. ✨ We aim for the stars. 💚 We care for each other.

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.

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.