Retentions and Renewals Executive

We are Citation Cyber - we provide accessible and dynamic cyber security services that extend beyond technology to encompass people, culture, processes, and even the physical environment of businesses. We combine knowledge and integrity to protect data, assets, and intellectual property against cybercrime. Our team of certified ethical hackers, qualified consultants, and expert trainers offer end-to-end cyber security services to make businesses as resilient as possible against cyber-attacks.Citation Cyber is part of the Citation Group - a collective of businesses dedicated to supporting small and medium-sized enterprises across a range of essential services. We know that running a business means juggling a lot. Our mission is to ease these pressures by providing expertise, guidance, and solutions that enable business leaders to focus on what they do best. From HR and Health & Safety to Cybersecurity, E-Learning, and ISO compliance, we've got you covered.
The RoleThe Retentions & Renewals Manager is responsible for driving customer retention and recurring revenue by ensuring clients successfully renew their Cyber Essentials, Cyber Essentials Plus, Penetration Testing, and Cyber Security service agreements. The key priority of the role is building strong relationships with existing customers, leading proactive renewal conversations, and identifying opportunities to upsell and cross-sell additional cyber security solutions that strengthen their security posture and deliver ongoing value. Working closely with internal Sales, Product, and Client teams, the Retentions & Renewals Manager is responsible for maximising renewal rates, reducing customer churn, increasing annual contract value, and ensuring customers continue to benefit from the organisation's cyber security services.Who are we looking for?Deliver renewal revenue targets across the customer portfolio.Drive renewal rates, reduce customer churn, and increase renewal contract
value.Manage renewals to ensure timely, accurate, and commercially successful outcomes.Conduct proactive renewal conversations with customers.Identify upsell and cross-sell opportunities during the renewal process.Promote multi-year agreements and complementary cyber security services.Collaborate with Product, Sales, and Client teams to deliver tailored renewal solutions.Develop and maintain renewal processes, playbooks, and best practice.
What Good Looks Like Renewal rates consistently above target Clear separation between new business and renewals activity Predictable renewal forecasting with minimal last-minute risk Measurable uplift in cross-sell and upgrade revenue A scalable, repeatable renewals process - not reactive firefighting
Skills & Experience Proven experience managing renewals, account management, or retention teams Strong commercial acumen with a focus on recurring revenue Comfortable with data, forecasting, and CRM-driven sales management Confident leader who can coach performance and drive accountability Experience operating within a structured sales or revenue function