Customer Retention Manager

<h1><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif;"><strong>About Upsun</strong></span></h1> <p><span style="font-size: 12pt;">Upsun is the software factory for human-AI workflows. We give teams one unified platform to create, review, deploy, and run software, with AI agents and humans working in sync. Developers, DevOps engineers, and platform teams use Upsun to build and ship with confidence, without wrestling with infrastructure.</span></p> <p><span style="font-size: 12pt;">Upsun brings this together through two products: one that shapes the work, and one that runs it.</span></p> <ul> <li><span style="font-size: 12pt;"><strong>Upsun Dispatch™: the AI-first product accelerator.</strong> Dispatch governs and simplifies collaboration between AI agents and cross-functional human teams, so work gets shaped, reviewed, and moved to production faster. Ship better code, not just more code.</span></li> <li><span style="font-size: 12pt;"><strong>Upsun Cloud: the Cloud Application Platform for AI acceleration.</strong> Cloud is where that software runs. It helps organizations launch agentic software into production confidently and reliably, with:</span> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Predictable performance, even at scale</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Secure, compliant environments by default</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Real-time observability and profiling built in</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Cloning, configuration, and provisioning in seconds</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Sandbox environments where AI agents can build and test safely</span></li> </ul> </li> </ul> <p><span style="font-size: 12pt;">The name says it all. "Up" means uptime, reliability, and acceleration. "Sun" reflects our follow-the-sun-support, a 24x7, globally distributed support team keeping the lights on while you rest. Our core belief is that software should power brighter solutions and greater innovation. </span></p> <p><span style="font-size: 12pt;">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. </span></p> <p><span style="font-size: 12pt;">Our values: </span></p> <p><span style="font-size: 12pt;">🌿 We make a positive impact.</span></p> <p><span style="font-size: 12pt;">✨ We aim for the stars.</span></p> <p><span style="font-size: 12pt;">💚 We care for each other. </span></p> <h1><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif;"><strong>Impact of a Customer Retention Manager</strong></span></h1> <p><span style="font-size: 12pt;">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.</span></p> <p><span style="font-size: 12pt;">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.</span></p> <h1><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif;"><strong>What to expect<br></strong></span></h1> <ul> <li> <p><span style="font-size: 12pt;"><strong>Renewal Ownership & Pipeline Management: </strong>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.</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;"><strong>Retention Workflow Support:</strong> 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.</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;"><strong>Proactive Relationship Building: </strong>Own direct, human outreach to smaller and long-tail accounts by proactively building relationships with them.</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;"><strong>Lifecycle & Tech-Touch Design:</strong> Contribute to the design of customer lifecycle journeys, engagement triggers, and tech-touch motions </span></p> </li> <li style="font-size: 12pt;"&g