Customer Retention Manager at Upsun

Platform.sh: Customer Retention Manager

Headquarters: Remote • UK, France, Spain, Germany, or Canada

About Upsun (formerly Platform.sh)

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.

What you get:

• 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. 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 values:

• We make a positive impact.
• We aim for the stars.
• We care for each other.

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 is proactive, human outreach and health monitoring — building real relationships at scale, bringing a human touch to segments that are often managed purely 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. You'll work closely with Sales, Customer Success, Product, Data, and GTM teams to inform retention strategy and engagement models across the business.

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, partnering with internal stakeholders to develop and execute save strategies.
• Automation & AI Enablement: Support the implementation of automated outreach, lifecycle campaigns, and renewal risk workflows, and flag opportunities to leverage AI and automation.
• 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 during the renewal cycle.
• Stakeholder Collaboration: Work closely with Sales, Customer Success, Product, Data, and GTM teams to support and inform retention strategy and customer engagement models.

What you bring

• Renewal Lifecycle Experience: Experience managing a rolling renewal pipeline, engaging customers well in advance of contract expiration.
• Commercial Negotiation Skills: Experience negotiating pricing, contract terms, and multi-year agreements within established guidelines.
• 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, including contributing to operational workflows or lifecycle processes.
• 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 Account Executives.
• Versatility: Comfort operating across both customer-facing engagement conversations and systems/process design conversations.
• Growth Mindset: Demonstrates a sustained commitment to continuous improvement, actively seeking out better ways to engage customers and support scalable operations.

Where we hire

At Upsun, remote work is our foundation. We are currently focused on hiring for this role in the UK, France, Spain, Germany, or Canada. Although we’re unable to provide visa sponsorship at this time, we welcome applications from all qualified candidates who are legally authorized to work in these countries.

How we hire

We know that a great hire won’t meet every requirement that we’ve outlined. If you can see yourself elevating the team, we want to hear your story.

You can expect 4 video interviews on Google Meet:

1. 45 Minutes with Talent Acquisition
2. 60 Minutes with Hiring Manager (VP, Customer Success)
3. 60 Minutes with Team (IC's)
4. 45 Minutes with Executive (COO)

All roles require background checks.

What we offer

• A product you can believe in: Join us in transforming how businesses build and manage web applications, driven by making a positive impact as a proud B Corp.
• An Award-Winning Workplace: Recognized by Forbes’ Top 30 Companies for Remote Jobs and France’s Best Workplaces for Women.
• A culture that values your voice: Join a flexible, open, and inclusive work environment.
• A global team: Collaborate with colleagues from diverse backgrounds across the world.
• Benefits and perks:
  • Flexible PTO
  • Comprehensive healthcare coverage (UK, Canada, France, Spain, USA)
  • Company stock options
  • Professional development budget
  • Office equipment budget
  • Wellness budget
  • Annual team gatherings
  • Internet reimbursement
  • Inclusive parental leave
  • Remote work travel program

You belong here

At Upsun, we celebrate diversity in all its forms and are committed to fostering an inclusive, equitable, and supportive workplace. If you need accommodations at any stage of our hiring process, please let us know.

To apply: Click here to apply via We Work Remotely