Posted by Customer retention is increasingly becoming a critical part of SaaS growth. For companies managing large customer portfolios, retaining existing customers requires more than waiting for renewal dates—it involves identifying risk early, building meaningful relationships, understanding customer behaviour and creating scalable processes that keep customers engaged.
Upsun, formerly Platform.sh, is hiring a Customer Retention Manager to help protect and grow revenue across a high-volume portfolio of customer accounts. This is a remote position focused on proactive customer engagement, renewal management, retention strategy, risk identification and expansion opportunities.
The role is particularly suited to a commercially minded customer success professional who enjoys combining customer-facing work with CRM systems, lifecycle automation, data and process improvement. The successful candidate will work closely with Sales, Customer Success, Product, Data and Go-to-Market teams to strengthen the company’s retention strategy.
The position is currently open to candidates who are legally authorized to work in the UK, France, Spain, Germany or Canada. Upsun states that visa sponsorship is not available for this role.
Job Overview
- Job Title: Customer Retention Manager
- Company: Upsun, formerly Platform.sh
- Work Arrangement: Remote
- Hiring Locations: UK, France, Spain, Germany or Canada
- Department: Customer Success
- Reports To: VP, Customer Success
- Employment: Remote global team
- Visa Sponsorship: Not available
About Upsun
Upsun is a cloud application platform designed to help developers, DevOps engineers and platform teams build, deploy and scale applications without having to manage complex backend infrastructure.
The company describes its platform as providing predictable performance, secure and compliant environments, real-time observability and profiling, rapid cloning and provisioning, and AI-ready capabilities.
Upsun operates as a remote and globally distributed company, with employees across more than 30 countries.
Its culture is built around curiosity, innovation, collaboration and continuous learning.
About the Customer Retention Manager Role
The Customer Retention Manager will have an important role in protecting recurring revenue across a large portfolio of customer accounts.
Rather than relying solely on automated renewal reminders, the position focuses on proactive human engagement with customers, particularly smaller and long-tail accounts that may otherwise receive limited direct attention.
The manager will identify potential risks early, build relationships with customers and ensure renewal discussions develop naturally from ongoing engagement.
The role also combines customer-facing responsibilities with the operational side of retention, including health scoring, workflow development, automation, segmentation and lifecycle management.
Key Responsibilities
Renewal Management
The Customer Retention Manager will manage a rolling pipeline of customer renewals and engage customers well before their contracts expire.
Responsibilities include:
- Managing a high-volume renewal portfolio.
- Initiating renewal conversations early.
- Guiding accounts through the renewal process.
- Managing renewal pipelines.
- Negotiating pricing and contract terms.
- Supporting multi-year agreements.
- Ensuring the renewal experience remains efficient and customer-friendly.
Customer Relationship Building
A major part of the position involves creating genuine relationships with customers.
The manager will:
- Proactively engage smaller and long-tail accounts.
- Understand customer needs and concerns.
- Monitor engagement levels.
- Identify opportunities to strengthen customer relationships.
- Bring a human element to customer retention at scale.
Customer Health and Risk Management
The role will also focus heavily on identifying customers who may be at risk of leaving.
This includes:
- Using customer health scores.
- Monitoring product usage and engagement signals.
- Identifying early warning signs.
- Developing retention and “save” strategies.
- Working with internal teams to address customer concerns.
- Escalating complex or high-risk accounts when necessary.
Lifecycle and Automation
Upsun is looking for someone who can help make customer retention scalable.
The Customer Retention Manager will contribute to:
- Customer lifecycle journeys.
- Engagement triggers.
- Tech-touch customer motions.
- Automated outreach.
- Renewal risk workflows.
- Lifecycle campaigns.
- Customer segmentation.
- AI and automation initiatives.
This means the role is not purely relationship-based. The successful candidate will also need to understand how technology and process design can improve customer retention at scale.
Commercial Negotiation and Expansion
The position carries commercial responsibility as well.
The manager will negotiate:
- Pricing.
- Contract terms.
- Multi-year agreements.
There will also be opportunities to identify additional revenue from existing customers through:
- Upselling.
- Cross-selling.
- Account expansion.
These opportunities will be developed in partnership with Customer Success Managers and Account Executives.
Working Across Teams
The Customer Retention Manager will work closely with multiple teams across the company, including:
- Sales
- Customer Success
- Product
- Data
- Go-to-Market teams
Customer insights gathered through retention activities will help inform broader engagement strategies and potentially influence product and commercial decisions.
Skills and Experience Required
The ideal candidate should have experience across customer retention and commercial account management.
Important requirements include:
Renewal Experience
- Experience managing a rolling renewal pipeline.
- Ability to engage customers well before contract expiration.
- Understanding of the complete renewal lifecycle.
Commercial Skills
- Experience negotiating pricing.
- Experience negotiating contract terms.
- Experience handling multi-year agreements.
- Ability to identify expansion opportunities.
Risk Management
- Ability to identify at-risk customers.
- Experience developing retention or save strategies.
- Strong understanding of customer health indicators.
CRM and Systems
- Hands-on experience with Salesforce or a similar CRM.
- Experience contributing to CRM workflows.
- Understanding of lifecycle processes and automation.
Retention Strategy
The successful candidate should understand:
- Customer health scoring.
- Lifecycle automation.
- Retention strategy.
- Customer segmentation.
- Tech-touch engagement models.
Mindset
Upsun is looking for someone who is:
- Proactive.
- Customer-focused.
- Commercially aware.
- Comfortable working with data.
- Interested in continuous improvement.
- Comfortable working across customer-facing and technical/process responsibilities.
Remote Work and Hiring Locations
Remote work is a core part of Upsun’s operating model rather than simply an employee benefit.
For this position, the company is currently hiring candidates located in:
- United Kingdom
- France
- Spain
- Germany
- Canada
Candidates must already have legal authorization to work in one of these countries. Visa sponsorship is not available for this position.
Benefits and Perks
Upsun offers a range of benefits designed around its remote and globally distributed workforce.
Depending on location and eligibility, benefits include:
- Flexible paid time off.
- Comprehensive healthcare coverage.
- Company stock options.
- Professional development budget.
- Office equipment budget.
- Wellness budget.
- Annual team gatherings.
- Internet reimbursement.
- Inclusive parental leave.
- Remote work travel program.
The company also promotes a flexible and inclusive working environment where employees are encouraged to contribute ideas and influence the organization’s growth.
About the Company Culture
Upsun describes itself as a multicultural, remote-first organization with employees working across different countries and backgrounds.
The company emphasizes:
- Positive impact.
- Innovation and ambition.
- Collaboration.
- Continuous learning.
- Inclusivity.
- Open-source principles.
- Flexibility.
This environment may appeal particularly to professionals who enjoy working independently while collaborating with colleagues across different functions and countries.
How to Apply
Interested candidates who meet the required qualifications and experience criteria should submit their application.
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