• Retention Strategy & Execution: Develop and implement a comprehensive customer retention strategy and playbook, aligning with Flosum’s business goals. This includes designing initiatives to reduce churn, improve renewal rates, and drive upsell opportunities within the existing customer base. You will own the end-to-end renewals process, from early renewal engagement through contract negotiation and closure, to achieve or exceed gross and net revenue retention targets. • Team Leadership & Coaching: Manage the day-to-day operations of the retention team, serving as the direct line manager for retention specialists/account managers. Provide strong leadership through hiring, coaching, and motivating team members to hit their KPIs and develop professionally. Join customer calls or meetings as needed to support the team, offer feedback, and coach on messaging, objection handling, and relationship management techniques. Foster a high-performance, customer-centric culture within the team. • Renewal Pipeline Management: Oversee the renewals pipeline across all customer segments (SMB, mid-market, enterprise), ensuring timely and proactive engagement with each customer well before contract expiration. Map and distribute renewal targets, manage forecasting of renewals, and track weekly activity metrics (calls, meetings, QBRs) to ensure the team is on pace. Identify any revenue at risk and formulate action plans to address it promptly. Maintain an accurate forecast of upcoming renewals and report on retention outlook to executives. • Customer Relationship Management: Partner closely with Customer Success Managers and Support teams to monitor customer health scores, product usage, and satisfaction indicators. Identify at-risk accounts through data (e.g. declining usage, support issues, NPS feedback) and work with the team to execute win-back or save plans. Personally engage with strategic high-value customers, including leading executive business reviews or renewal negotiations for key accounts, to reinforce value, address concerns, and secure long-term commitments. • Cross-Functional Collaboration: Collaborate with other departments to ensure a holistic approach to customer retention. Work with Product on addressing feature gaps or performance issues that could impact renewals, conveying customer feedback and advocating for improvements. Coordinate with Marketing on targeted customer communications, loyalty programs, and value-add campaigns that drive engagement and adoption. Align with the New Business Sales team and Account Executives to share insights and best practices – for example, ensuring a smooth handoff from sales to post-sales, and leveraging upsell/cross-sell opportunities without losing focus on the customer’s success. • Retention Initiatives & Continuous Improvement: Design and execute initiatives such as early renewal incentives, onboarding improvements, customer training webinars, and loyalty or advocacy programs to increase customer stickiness. Continuously develop and refine retention processes and playbooks to improve predictability and efficiency of renewals. Stay informed on industry best practices and competitor activities in the Salesforce ecosystem, bringing new ideas to improve our retention approach. • Contract Negotiation & Administration: Take ownership of the commercial aspects of renewals. Negotiate renewal contracts (pricing, term adjustments, upsell packages) in line with company guidelines, ensuring mutually beneficial outcomes for the customer and Flosum. Work closely with Revenue Operations and Legal as needed to handle contract terms, procurement processes, or compliance requirements for enterprise accounts. Ensure all renewals are closed on time or ahead of time, with proper documentation and minimal revenue leakage. • Metrics, Reporting & Accountability: Track and analyze key retention metrics, including Gross Renewal Rate, Net Revenue Retention (NRR), churn rate, contraction/expansion revenue, and customer satisfaction scores. Be accountable for achieving retention KPI targets and regularly report on performance to the executive team. Provide weekly or monthly retention reports and forecasts, highlighting results, risks, and planned mitigation for any at-risk accounts. Use a data-driven approach to make decisions and to demonstrate the ROI of retention programs.