About this role.
Upsun is seeking a Customer Retention Manager to protect and grow revenue across a high-volume portfolio of accounts. This remote role focuses on proactive human outreach, renewal pipeline management, and health monitoring to catch at-risk customers early. The manager will work closely with Sales, Customer Success, Product, Data, and GTM teams to build scalable retention workflows, automate outreach, and negotiate renewals. The ideal candidate thrives in a fast-paced, multicultural environment and enjoys process improvement and direct impact on business outcomes.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the Customer Retention Manager position at Upsun. With a strong background in SaaS customer success and renewal management, I have consistently protected revenue and driven growth in high-volume portfolios. Your mission to blend human outreach with scalable automation resonates with my approach to retention: proactive relationship-building, data-driven risk assessment, and continuous process improvement.
In my previous roles, I successfully managed rolling renewal pipelines, negotiated contracts, and implemented health scoring frameworks that reduced churn. I thrive in cross-functional environments and enjoy partnering with Sales, Product, and Data teams to design effective retention strategies. I am particularly drawn to Upsun's innovative platform and remote-first culture, and I am eager to bring my skills in process building and customer advocacy to your team.
Thank you for considering my application. I look forward to discussing how I can contribute to Upsun's growth and customer success.
Sincerely,
[Your Name]
Sample interview questions
In my previous role, I monitored health scores and noticed a key account's usage had dropped significantly. I immediately reached out to the customer, discovered they were facing budget constraints, and worked with our product team to create a scaled-down plan that met their needs. I also provided a success plan to help them see value. As a result, the customer renewed and expanded the following year.
First, I would segment accounts based on revenue, risk, and engagement. Then I would design lifecycle triggers and automated touchpoints for low-touch segments, while reserving higher-touch outreach for at-risk or expansion accounts. I would use Salesforce to track progress and iterate based on outcomes, always focusing on reducing manual effort without losing the human element.
I have negotiated renewals and upsells within established guidelines, often balancing customer needs with revenue targets. I focus on value-based selling, understanding the customer's goals, and finding creative solutions like multi-year discounts or adjusted scopes. My goal is always a win-win outcome where the customer feels they received fair value and we protect our revenue.
AI can help with predictive health scoring, identifying patterns that human eyes might miss, and automating routine outreach to scale touchpoints. I would use AI to flag at-risk accounts early, suggest next-best-actions, and personalize communication at scale. However, AI should complement, not replace, human relationships, especially for strategic accounts.
I regularly partner with CSMs and AEs to identify expansion opportunities by analyzing usage data, customer feedback, and business needs. For example, I might host a joint business review to uncover a customer's new challenges and align them with additional features or services. This collaborative approach ensures a seamless experience and maximizes revenue potential.
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. We give you your time back. 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 24×7, globally distributed support team keeping the lights on while you rest. 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 team spans the globe and the experience spectrum.
What’s our commonality, our cultural fabric? A curious spirit and a thirst for knowledge; an eagerness for innovative ideas and cultures. We believe we can build anything together in an environment that frees you to do your best work.
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. When you manage that well, renewal conversations become a natural next step rather than the main event. You’ll also work within the workflows, health scoring, automation, and segmentation that let retention scale without creating internal chaos, all while keeping the renewal experience smart, timely, and low-friction.
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, contributing to repeatable processes that hold up as portfolio volume grows.
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- built on usage, engagement, and lifecycle signals- 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 isn’t just a trend – it’s our foundation. The freedom of remote work with the support of a diverse, global team has been our successful model for over a decade. Our culture celebrates flexibility and collaboration, and while we have team members in over 30 countries around the globe, 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. Few of us would be here had we not taken a chance.
You can expect 4 video interviews on Google Meet to follow the order below. Should you successfully move through the entire process you will have the opportunity to meet with a variety of Upsunners. Our goal is to ensure you can make the most informed decision on whether this role, and our culture aligns with what you’re looking for in your future working environment.
- 45 Minutes with Talent Acquisition
- 60 Minutes with Hiring Manager (VP, Customer Success)
- 60 Minutes with Team (IC’s)
- 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 making a positive impact as a proud B Corp.
🏆 An Award-Winning Workplace – We’ve been 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 where your voice is encouraged, and your ideas shape our growth and evolution.
🌎 A global team – Collaborate with colleagues from diverse backgrounds across the world, embracing different perspectives
🎉 Benefits and perks – Make the most of what matters to you
🏝 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 where everyone can thrive. We embrace and value different perspectives, backgrounds, and experiences, because they make us stronger as a team. Whoever you are, wherever you’re from, and whatever path you’ve taken, you are welcome here. We encourage you to bring your whole self to work, connect with others, and share your passion. If you need accommodations at any stage of our hiring process, please let us know. We’re here to ensure an accessible and comfortable experience for you.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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