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Account Manager, Retention Acceleration (Multilingual)WGSN · London, UK
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WGSN

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Account Manager, Retention Acceleration (Multilingual)

🗓️ Posted 2026-10-21 London, UK Permanent Hybrid Sales
💰 Salary Not shared 📊 Market NA

About the Company

WGSN is a consumer and design forecasting company whose insights help customers make better decisions about the products and services they create. The company's work spans consumer insights, beauty, consumer technology, fashion, interiors, lifestyle, food and drink, data analytics and advisory. WGSN values talented people who take ownership, learn quickly and care about the difference their work makes.

About the Job

This is an Account Manager position on the EMEA Retention Acceleration team. You will 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 where you'll combine strong customer relationships with data, technology and clear processes to make a real difference to customers and the business.

Role & 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.
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  • ● Share customer feedback with internal teams to support improvements to products, services and processes.
  • ● Work with Client Services, Operations, Advisory and Product to give customers consistent support.
  • ● Identify opportunities to automate and improve renewal workflows and reporting.

Requirements

Experience

  • ● Experience in account management, customer retention or contract management in a B2B subscription or SaaS business.
  • ● Experience with Salesforce or a similar CRM.

Skills

  • ● 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.

Preferred (nice to have)

  • ● Knowledge of fashion, beauty, interiors or consumer goods.