Commercial & Retention Manager

Job description

📍 Sheffield Hybrid - 3 days per week in office (2 of which will be Tues/Weds, 3rd day being either side of this), 2 working remotely. We’re looking for an autonomous, commercially-minded Commercial & Retention Manager to protect and grow ARR across our SMB customer base. Reporting to the Head of Account Management, you’ll lead on renewals, retention, and expansion - blending automated processes with smart, high-impact human intervention. The Opportunity: Own and protect ARR across a large SMB portfolio, driving renewal retention and identifying incremental growth opportunities. Partner closely with the Customer Experience team to leverage key customer insights and tackle underlying churn risks or upsell triggers. Lead commercial negotiations end-to-end, crafting tailored solutions through multi-year deals, renewal uplifts, and product cross-sells. Maintain a clear, prioritised pipeline of upcoming renewals and retention risks using data-driven insights and CRM automation. What we need from you: Proven commercial experience in Account Management or a similar customer-facing role with a track record of meeting ARR targets. Strong negotiation skills and confident commercial judgment - knowing when to hold firm, when to negotiate, and when a concession makes sense. Track record of identifying and converting upsell/ cross-sell opportunities while proactively managing retention and churn risks. Excellent organisational skills to manage high-volume portfolios using data, prioritisation, and rigorous CRM discipline (we use Salesforce and Planhat). Our mission: Two in five people in the UK rent their homes. Goodlord's mission? To be the gold standard platform for renting 🌎 We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution 🏠 Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350+ Goodlordians across the group supporting the mission! 💚 Why you'll love being a Goodlordian Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s…