Business Retention Manager

PromoCentricNewmarket, NH

Apply with Sonara

Automate your job search with Sonara.

Submit 10x as many applications with less effort than one manual application.¹

Reclaim your time by letting our AI handle the grunt work of job searching.

We continuously scan millions of openings to find your top matches.

Job Description

Job Title: Business Retention ManagerLocation: Newmarket, NH Reports To: Director of SalesAbout 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.

Automate your job search with Sonara.

Submit 10x as many applications with less effort than one manual application.

Apply with Sonara Apply manually