Commercial & Retention Manager

<p style="min-height:1.5em">📍 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.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">We’re looking for an autonomous, commercially-minded Commercial &amp; 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.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>The Opportunity:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Own and protect ARR across a large SMB portfolio, driving renewal retention and identifying incremental growth opportunities.</p></li><li><p style="min-height:1.5em">Partner closely with the Customer Experience team to leverage key customer insights and tackle underlying churn risks or upsell triggers.</p></li><li><p style="min-height:1.5em">Lead commercial negotiations end-to-end, crafting tailored solutions through multi-year deals, renewal uplifts, and product cross-sells.</p></li><li><p style="min-height:1.5em">Maintain a clear, prioritised pipeline of upcoming renewals and retention risks using data-driven insights and CRM automation.</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>What we need from you:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Proven commercial experience in Account Management or a similar customer-facing role with a track record of meeting ARR targets.</p></li><li><p style="min-height:1.5em">Strong negotiation skills and confident commercial judgment - knowing when to hold firm, when to negotiate, and when a concession makes sense.</p></li><li><p style="min-height:1.5em">Track record of identifying and converting upsell/ cross-sell opportunities while proactively managing retention and churn risks.</p></li><li><p style="min-height:1.5em">Excellent organisational skills to manage high-volume portfolios using data, prioritisation, and rigorous CRM discipline (we use Salesforce and Planhat).</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Our mission:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Two in five people in the UK rent their homes. Goodlord's mission? To be the gold standard platform for renting 🌎</p></li><li><p style="min-height:1.5em">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 🏠</p></li><li><p style="min-height:1.5em">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! 💚</p></li></ul><p style="min-height:1.5em"></p><h2><strong>Why you'll love being a Goodlordian</strong></h2><p style="min-height:1.5em">Aside from the role, the people, our cul