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Account Manager, Retention Acceleration

WGSN· Sales
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LondonPermanentPosted 4d ago

About the role

Account Manager to manage a portfolio of 150–200 SMB accounts in EMEA, focusing on reducing churn and optimizing renewals through data-informed conversations and cross-functional coordination.

Responsibilities

  • Own renewal outcomes across a portfolio of 150–200 accounts, taking early action to reduce risk and prevent avoidable cancellations.
  • Help customers understand the value of the services they already have through clear, relevant and data-informed renewal conversations.
  • Manage renewals from 12–16 weeks before the renewal date, coordinating internal and customer stakeholders to keep decisions on track.
  • Increase adoption of automatic renewal and help make onboarding and renewal processes more efficient.
  • Respond to contract and renewal questions clearly and promptly, giving customers a straightforward experience.
  • Monitor customer usage, feedback and Salesforce insights to identify risks and decide where to focus.
  • Follow agreed actions when a customer signals an intention to cancel, and keep the right people involved.
  • Maintain accurate renewal forecasts, account plans and records of customer communications in Salesforce.
  • Share customer feedback with internal teams to support improvements to our products, services and processes.
  • Work with Client Services, Operations, Advisory and Product to give customers consistent support.
  • Identify opportunities to automate and improve our renewal workflows and reporting.

Qualifications

  • Experience in account management, customer retention or contract management in a B2B subscription or SaaS business.
  • Confidence managing renewal conversations, negotiations and procurement processes.
  • Strong organisation and the ability to manage a high-volume customer portfolio in a fast-paced environment.
  • Comfortable using data, dashboards and CRM insights to prioritise work and guide customer conversations.
  • Clear communication skills and the ability to build trust with different customer and internal stakeholders.
  • Fluency in English
  • Experience with Salesforce or a similar CRM.
  • Knowledge of fashion, beauty, interiors or consumer goods is helpful, but not essential.

Skills

Required:Account managementRenewal negotiationsData-driven decision makingSalesforce / CRM

Benefits

  • We may use artificial intelligence (AI) tools to support parts of the hiring process.
Last updated Oct 21, 2026. Interested? Apply on the company site.

About WGSN

Trend Forecasting & Analytics 2025-2032

WGSN is the global authority on change, using expert trend forecasting combined with data science to help you get ahead of the right trends

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