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Account Manager, Retention Acceleration (Multilingual)

WGSN· Sales
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PermanentPosted 4d ago

About the role

Account Manager to join the EMEA Retention Acceleration team, managing a portfolio of 150–200 small and medium-sized customer accounts to retain customers by helping them understand and derive value from WGSN services. You will use usage data and Salesforce insights to spot risk, manage renewals, and provide a joined-up onboarding to renewal experience across internal teams.

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 and Italian and/or French.
  • 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 makingCRM (Salesforce)Communication and stakeholder management
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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