Senior Retention Manager

Responsibilities

• Lead the UK Retention team commercially by setting daily priorities based on high-value at-risk customers
• Manage, onboard, and develop Team Leads to ensure high-quality coaching and floor management
• Run weekly pipeline reviews to hold the team accountable to clear commercial outcomes
• Own decision-making quality regarding defensive commercial actions such as rate adjustments and counter-offers
• Drive key performance metrics including save rate, ARR protected, and active customer rate
• Improve tooling, workflows, and data capture processes to close the loop on churn root causes

Requirements

• 2–4 years of experience in retention, B2B sales, or a similar commercial role
• Proven experience managing Team Leads or senior agents in a sales or commercial environment
• Fluent in English
• Must have the right to work in the UK (visa sponsorship is not available)
• Strong ability to lead difficult commercial conversations and handle competitor pressure

About the Company

Flatpay is one of Europe's fastest-growing fintech companies and a leading payment service provider for small and medium-sized businesses. Dedicated to innovating the market with customer-centric and transparent services, we are building our commercial presence in the UK to help shape the future of merchant payments.