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Account Manager, Customer Retention & Renewals
Manage retention and renewals for approximately 700 Cookiebot SaaS customers at Usercentrics. Lead churn prevention, save conversations, win-back efforts, and targeted upsell opportunities.
विवरण
- Manage the commercial relationship for a portfolio of approximately 700 Cookiebot by Usercentrics customers
- Use account data to identify customers at risk of churn or downsizing and prioritize retention efforts
- Oversee a high-volume portfolio of Cookiebot accounts
- Track account activity and usage signals, including domain changes, downgrades, and domain deletions, to identify churn and downsell risks
- Contact at-risk customers proactively to understand their circumstances and prevent cancellations or downsells
- Create and apply standardized save strategies and retention playbooks at scale
- Manage cancellation and downgrade requests while presenting suitable commercial alternatives
- Contact recently churned customers with appropriate win-back offers
- Own annual subscriber renewals from initiation through completion
- Lead contracting and commercial discussions for annual renewals
- Monitor monthly subscribers and conduct targeted outreach when risk indicators emerge
- Recommend plan changes or additional products when they can help prevent downsell or churn
- Assess account health using indicators such as domain usage, upgrades, downsells, and domain deletions
- Keep account notes, risk flags, and activity records accurate in Salesforce
- Report on retention trends and provide insights into churn and downgrades
- Work cross-functionally with Customer Support, Sales, Billing, and Product
- Route technical and support-related questions to the appropriate support channels
- Track performance through gross revenue retention, churn and downsell rate, ARR saved, and annual renewal rate
आवश्यकताएँ
- At least 1–2 years of experience in Account Management, Customer Success, or Sales
- B2B SaaS experience is preferred
- Experience with retention, renewals, or high-volume account portfolios is advantageous
- Strong technical aptitude and proficiency with relevant tools and technologies
- Experience with CRM platforms, preferably Salesforce
- Comfort using usage and account data to identify trends
- Excellent written and verbal communication skills
- Ability to explain complex concepts clearly to varied audiences
- Strong analytical skills for diagnosing customer risk and developing tailored solutions or alternatives
- Confidence handling save conversations and commercial negotiations
- Ability to manage objections and identify appropriate upsell or plan-change opportunities
- A customer-focused approach
- Ability to manage a large portfolio and prioritize accounts by risk and revenue impact
- Demonstrated ability to collaborate across Product, Sales, and Support
लाभ
- An annual development budget of EUR 800 for every employee
- Job-related language courses, including English, German, Czech, and Spanish, with an annual budget of EUR 350
- Hybrid work with the option to work remotely for up to 90 days per year from a European country
- Online yoga sessions
- Massage benefits
- Access to the Headspace app
- Company events including team-building activities, happy hours, parties, gatherings, and occasional covered breakfasts or lunches across offices and online
- Gifts celebrating work and life milestones such as anniversaries and new babies
- Office snacks, fruit, coffee, and drinks
- Flexible working hours
- Regular team events
- A positive, energetic, and inspiring workplace
- Support for work-life balance
- Well-being benefits
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