Account Manager, Retention Acceleration

The role
 
We’re looking for an Account Manager to join our EMEA Retention Acceleration team. You’ll manage a portfolio of 150–200 small and medium-sized customer accounts, with a clear priority: retain customers by helping them understand and get value from the WGSN services they already have.
 
This is a fast-paced, target-driven environment. We’re a team that works hard, supports one another and wants to win. We combine strong customer relationships with data, technology and clear processes to make a real difference to our customers and our business.
 
You’ll use customer conversations, usage data and Salesforce insights to spot risk early, manage renewals and make the renewal process simpler and more consistent. You’ll also work closely with internal teams to give customers a joined-up experience from onboarding through to renewal.
 
Working at WGSN
Together, we create tomorrow.
 
WGSN’s consumer and design forecasts help customers make better decisions about the products and services they create. Our work spans consumer insights, beauty, consumer technology, fashion, interiors, lifestyle, food and drink, data analytics and advisory.
 
You’ll join a multicultural team and work with colleagues across Client Services, Operations, Advisory and Product. We value talented people who take ownership, learn quickly and care about the difference their work makes.
 
Key accountabilities
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.
Skills, qualifications and experience
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.