Business Retention Manager
Newmarket, NH
Full Time
Manager/Supervisor
Job Title: Business Retention Manager
Location: Newmarket, NH
Reports To: Director of Sales
About PromoCentric:
PromoCentric is a full service promotional marketing agency delivering branded programs, webstores, kitting, and on demand fulfillment for leading organizations. We’ve been recognized as a Best Places to Work (PPAI) and are investing in people and systems to scale.
Role Summary:
We are seeking a Business Retention Manager to lead the “farmer” organization—owning retention, renewals, expansion (upsell/cross sell), and end to end operational execution for strategic accounts. You will build a high performing AM team, strengthen playbooks and SLAs, and partner with Programs/Operations, Creative, and Finance to deliver a consistent “perfect order” client experience.
Key Responsibilities
Qualifications:
Compensation & Benefits
Schedule
How to Apply
Equal Opportunity Employer: PromoCentric is an Equal Opportunity Employer. We celebrate diversity and are committed to an inclusive workplace. If you require accommodation during the hiring process, please let us know.
Location: Newmarket, NH
Reports To: Director of Sales
About PromoCentric:
PromoCentric is a full service promotional marketing agency delivering branded programs, webstores, kitting, and on demand fulfillment for leading organizations. We’ve been recognized as a Best Places to Work (PPAI) and are investing in people and systems to scale.
Role Summary:
We are seeking a Business Retention Manager to lead the “farmer” organization—owning retention, renewals, expansion (upsell/cross sell), and end to end operational execution for strategic accounts. You will build a high performing AM team, strengthen playbooks and SLAs, and partner with Programs/Operations, Creative, and Finance to deliver a consistent “perfect order” client experience.
Key Responsibilities
- Retention & Expansion: Own NRR/GRR, renewal calendar, and expansion pipeline; run executive QBRs and multi threaded account plans.
- Operational Excellence: Implement AM playbooks for quoting, proofs/approvals, order writing, and fulfillment hand offs; improve OTIF and error rate.
- Leadership: Hire, coach, and develop AMs/ACs; set coverage models/books; establish productivity metrics and incentive plans tied to retention/expansion.
- Cross Functional:
- Sales/Hunters: Define land to expand handoffs and comp harmony.
- Programs/Operations: Streamline webstore/program workflows and kitting; fix root cause defects.
- Finance/RevOps: Margin guardrails, pricing/terms, forecasting; CRM data hygiene.
- Instrumentation: Build dashboards (NRR/GRR, expansion, margin, OTIF, SLA adherence, error rate) and manage weekly operating rhythms.
Qualifications:
- 8–10+ years in Account Management/Client Success with direct revenue ownership; 5+ years leading AM/CS teams.
- Clear record of driving renewals and multi year expansions; strong executive presence.
- Process builder with SOP/SLAs implementation experience; data driven operator.
- Tools: CRM and order/production systems (e.g., @ease, Salesforce or Microsoft Dynamics), collaboration (Microsoft 365/Teams), and BI (Power BI).
- Promotional products, e commerce/webstores, or light manufacturing/fulfillment experience is a plus.
Compensation & Benefits
- Competitive base salary + performance bonus tied to NRR/GRR, renewal timeliness, and expansion.
- Medical, dental, vision, 401(k), PTO, and more.
Schedule
- Monday–Friday; occasional travel for client visits, implementations, and key QBRs.
How to Apply
- Submit your resume (and a brief note on your biggest renewal/expansion win)
Equal Opportunity Employer: PromoCentric is an Equal Opportunity Employer. We celebrate diversity and are committed to an inclusive workplace. If you require accommodation during the hiring process, please let us know.
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