Customer Retention Manager – Sales

Overview

As Customer Retention Manager, you protect and retain revenue by re-establishing product usage and securing renewals for SME clients. You will own at-risk customers, negotiate favorable terms, and influence decision‑makers to demonstrate ongoing value from Experian’s solutions. The role sits in Growth Markets – EBE Retention within GTM and partners with cross‑functional teams to align client needs with company goals. You’ll engage customers considering cancellation, address concerns, and tailor solutions to sustain long‑term relationships. This is a client‑facing role focused on data‑driven decisions, renewal success, and revenue protection in a B2B software context.

Pay / Benefits

• Hybrid working – 40% office based
• Great compensation package and uncapped commission
• Pension
• Bupa healthcare
• Sharesave Scheme
• 25 days annual leave + 8 bank holidays + 3 volunteering days

Responsibilities

• Own at‑risk customers and those considering cancellation to protect revenue and renewals
• Re‑establish product usage and demonstrate ongoing value
• Negotiate favorable contract terms and influence client decision‑making
• Build strong client relationships and collaborate with cross‑functional teams
• Address client concerns with tailored solutions to retain business
• Forecast retention targets and contribute to revenue protection initiatives
• Collaborate with SMEs and account teams to align client needs with company goals

Key requirements

• Experience in customer retention in B2B software, especially with SME clients
• Track record of achieving retention/renewal targets and revenue protection
• Strong commercial negotiation skills and ability to influence outcomes
• Ability to tailor communication to diverse audiences and convey complex information
• Data‑driven decision making and problem solving
• Experience collaborating cross‑functionally to achieve shared goals
• Experience in account management or similar roles with focus on renewals

• client‑focused
• communication and presentation clarity
• stakeholder management
• data‑driven decision making
• forecasting
• negotiation with a focus on renewals

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