Customer Retention Manager

Who you are

• Experience in customer retention, particularly with SME clients, account management, or a similar role in the B2B software industry
• Demonstrate achievement of retention targets and forecasting
• Track record of achieving retention, renewal, or revenue protection targets rather than pure new‑business sales
• Strong commercial negotiation skills with the ability to influence outcomes while maintaining long‑term customer relationships
• Tailor communication style to suit a diverse audience, building partnerships and conveying complex information clearly
• Demonstrate a data-driven approach to decision-making and address client concerns and present tailored solutions
• Experience collaborating effectively, aligning client needs with our goals to achieve mutually beneficial outcomes
• Work with cross-functional teams to achieve common goals

What the job involves

• We are looking for a Customer Retention Manager to join our Growth Markets – EBE Retention team within GTM. Reporting into the Sales Manager, you will take ownership of customers who are at risk, have stopped using the product, or have expressed an intent to cancel. Your primary objective is to protect and retain revenue, re‑establish product usage, and secure renewals by demonstrating ongoing value from Experian’s solutions
• You will build strong client relationships, negotiating favourable contract terms, and influencing client decision-making to drive positive business outcomes. You will engage with clients who wish to cancel, addressing their concerns and presenting tailored solutions to retain their business

Benefits

• Hybrid working
• Flexible working
• Discretionary bonus
• Pension
• Bupa Healthcare
• Sharesave Scheme
• 25 days annual leave with 8 bank holidays and 3 volunteering days. You can purchase additional annual leave
• Discounted gym membership
• Discounted dental cover