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Usercentrics
Usercentrics
201 – 500 Employees
ComplianceMarketingSaaS
Usercentrics is a SaaS company specializing in privacy compliance, consent management, and marketing technology. Its platform helps businesses collect and manage consent across websites, mobile apps, and connected TV, support privacy policy generation, and deliver consented signals to advertising and analytics partners. Usercentrics also provides server-side tracking capabilities and an AI governance layer, MCP Manager, for controlling and auditing access to business and consumer data. Founded in 2017, the company serves organizations navigating regulations such as GDPR, CCPA, and TCF while building reliable first-party data practices.
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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.

CZCzechiaHybridFull-timeJuniorNo degree requiredEnglish RequiredAccount ManagerSales

Description

  • 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

Requirements

  • 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

Benefits

  • 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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