Senior Retention Manager

Flatpay is one of Europe's fastest-growing fintech companies and we've recently launched in the UK.

Role Details

Role: Senior Retention Manager
Location: 5 days a week – London, White City
Reports to: Operations Director

About the Role

Flatpay is a fast-growing payment service provider for small and medium-sized businesses. We've recently launched in the UK and we're building our commercial team from the ground up.

Retention at Flatpay is a sales discipline. The team handles the most commercially sensitive conversations in the business — negotiating against competitors, countering objections, and deciding which customers to fight for. This isn't a support function; it's a revenue protection role.

We're looking for a Senior Retention Manager to lead and develop our UK Retention team day-to-day. You'll own the save rate, the ARR protected, and the quality of your team's commercial decisions. This is a hands-on leadership role: you'll be in the detail, coaching agents, reviewing cases, and running the weekly pipeline alongside your team.

Responsibilities

Lead the team commercially

• Set daily priorities for the team based on commercial value — high-TPV at-risk customers come first
• Run weekly pipeline reviews across all at-risk cases and hold the team to clear outcomes
• Hire and develop agents who operate with a sales mindset, not a service one

Manage and develop Team Leads

• Manage, onboard, and develop Team Leads who can run the floor, coach agents, and own their segment of the portfolio
• Set clear performance expectations for Team Leads and hold them accountable through regular 1:1s and pipeline reviews
• Develop Team Leads into strong commercial coaches — ensuring they can shadow calls, give structured feedback, and close the gap between top and average agents
• Build the bench: identify high-potential agents and create a pathway for them to grow into Team Lead roles

Own decision-making quality

• Decide which cases are worth working — and deprioritise the rest
• Approve defensive commercial actions (rate adjustments, counter-offers) with clear criteria
• Ensure saves are commercially sound: not every customer should be retained at any price

Keep the data clean and the process tight

• Enforce mandatory data capture
• Continuously improve tooling, workflows, and escalation paths
• Work with Sales, Ops, and Finance to close the loop on churn root causes

How You'll Be Measured

Success in this role is measured in outcomes, not activity. You'll be held to:

• Save rate — % of worked at-risk cases resulting in a retained merchant, improving month-on-month
• ARR protected — monthly ARR saved by the team
• Active customer rate — portfolio-level % of active merchants
• Infancy churn rate — cancellations within the first 180 days
• Time to first contact — speed of outreach to at-risk signals
• Cancellation reason capture — 95%+ structured reasons recorded
• Rep performance spread — variance in save rates narrowing through coaching

Skills & Attributes

• Confident running difficult commercial conversations — objections, competitor pressure, pricing
• Strong instinct for prioritisation: you know which conversations are worth having and which aren't
• Data-driven: you read pipeline metrics, spot problems early, and adjust your team's focus accordingly
• Structured and repeatable in how you work — you build processes, not just one-off wins
• Experience managing Team Leads or senior agents — you lead through others, not just directly

Our Values

At Flatpay, how we work matters as much as what we achieve.

Happy Humans — We bring energy to our work and create teams people enjoy being part of.
No Assholes — We perform at a high level while treating colleagues and customers with respect.
It's Our Business, Own It — Everyone takes responsibility and manages their work like it's their own business.
Start With No — We challenge ideas, think commercially and focus on what truly creates value.
Sky-High Ambitions — We set bold goals and expect people to keep raising the bar.
The Best Argument Wins — Titles don't decide outcomes. We debate openly to reach the best decisions.

Background & Requirements

• 2–4 years of experience in a retention, B2B sales, or commercial role where you have been part of or managed a commercial team
• Experience managing Team Leads or senior agents in a sales or commercial environment
• Fluent in English
• Right to work in the UK (visa sponsorship is not available for this role)
• Payments industry experience is not required

Hiring Process

1. Application Review — Our Talent Team reviews your CV to assess experience and potential fit.
2. Talent Team Call (20–30 minutes) — A conversation to understand your background and discuss what motivates you.
3. 1:1 Microsoft Teams interview with Manager
4. Offer — Successful candidates receive a fast turnaround to offer.