Commercial Retention Manager

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  "last_changed_at": "2026-05-30T06:11:11.368Z",
  "active_status": "active"
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{
  "language": "en",
  "location": {
    "raw": "Amsterdam",
    "city": null,
    "region": null,
    "country": "Amsterdam",
    "is_remote": false,
    "confidence": 0.8
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  "inferred_at": "2026-06-06T07:52:01.025Z",
  "launch_scope": {
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    "included": true,
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      "country": "Amsterdam",
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    "countries": [
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  "workplace_type": "on_site",
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{}

{
  "id": "2651752",
  "name": "Commercial Retention Manager",
  "office": "Amsterdam",
  "keywords": [],
  "schedule": "full-time",
  "createdAt": "2026-05-29T11:27:33+00:00",
  "seniority": "entry-level",
  "department": "Operations",
  "occupation": "general_and_other_sales_and_business_development",
  "subcompany": "Flatpay ApS Netherlands",
  "employmentType": "permanent",
  "jobDescriptions": [
    {
      "name": "About the job",
      "value": "<p>Flatpay is one of the fastest-growing fintech companies in Europe. In just over three years, we’ve grown into a team of more than 1,500 colleagues, active across Denmark, Finland, Italy, Germany, France, the United Kingdom, and since January also in the Netherlands. </p><p>Our mission is clear and powerful: to make card payments fair, transparent, and stress-free for small and medium-sized businesses. No complicated pricing, no hidden fees, no surprises - just one flat rate for all cards.</p><strong>Employment type:</strong> Full-time<br><strong>Location:</strong> Amsterdam - onsite 5 days ​per week"
    },
    {
      "name": "What you'll do",
      "value": "<strong><u>Responsibilities</u></strong><br><br><strong>Lead the team commercially</strong><ul><li>Set daily priorities for the team based on commercial value — high-TPV at-risk customers come first</li><li>Run weekly pipeline reviews across all at-risk cases and hold the team to clear outcomes</li><li>Hire and develop agents who operate with a sales mindset, not a service one</li></ul><strong>Manage and develop Team Leads</strong> <br><ul><li>Manage, onboard, and develop Team Leads who can run the floor, coach agents, and own their segment of the portfolio</li><li>Set clear performance expectations for Team Leads and hold them accountable through regular 1:1s and pipeline reviews</li><li>Develop Team Leads into strong commercial coaches — ensuring they can shadow calls, give structured feedback, and close the gap between top and average agents</li><li>Build the bench: identify high-potential agents and create a pathway for them to grow into Team Lead roles</li></ul><strong>Own decision-making quality</strong><br><ul><li>Decide which cases are worth working — and deprioritise the rest</li><li>Approve defensive commercial actions (rate adjustments, counter-offers) with clear criteria</li><li>Ensure saves are commercially sound: not every customer should be retained at any price</li></ul><strong>Keep the data clean and the process tight</strong><br><ul><li>Enforce mandatory data capture</li><li>Continuously improve tooling, workflows, and escalation paths</li><li>Work with Sales, Ops, and Finance to close the loop on churn root causes</li></ul><strong> </strong><br><strong><u>How You'll Be Measured</u></strong><br><br><strong>Success in this role is measured in outcomes, not activity. You'll be held to:</strong><br><ul><li><strong>Save rate</strong> — % of worked at-risk cases resulting in a retained merchant, improving month-on-month</li><li><strong>ARR protected</strong> — monthly ARR saved by the team</li><li><strong>Active customer rate</strong> — portfolio-level % of active merchants</li><li><strong>Infancy churn rate</strong> — cancellations within the first 180 days</li><li><strong>Time to first contact</strong> — speed of outreach to at-risk signals</li><li><strong>Cancellation reason capture</strong> — 95%+ structured reasons recorded</li><li><strong>Rep performance spread</strong> — variance in save rates narrowing through coaching<br><br></li></ul><strong><u>Skills & Attributes</u></strong><ul><li>Confident running difficult commercial conversations — objections, competitor pressure, pricing</li><li>Strong instinct for prioritisation: you know which conversations are worth having and which aren't</li><li>Data-driven: you read pipeline metrics, spot problems early, and adjust your team's focus accordingly</li><li>Structured and repeatable in how you work — you build processes, not just one-off wins</li><li>Experience managing Team Leads or senior agents — you lead through others, not just directly</li></ul>"
    },
    {
      "name": "Who you are",
      "value": "<div style=\"margin:4px 0;padding:0;color:#1d1c1d;\"><strong>This role is perfect for you if you have:</strong></div><ul style=\"border:0px solid rgb(229,231,235);font-family:Arial, Helvetica, sans-serif, Inter, Arial, Helvetica, sans-serif;margin:8px 0px;padding:0px 0px 0px 24px;color:rgb(66,66,66);font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);\"><li style=\"border:0px solid rgb(229,231,235);font-family:inherit;list-style-type:disc;margin-bottom:4px;\">2–4 years of experience in a retention, B2B sales, or commercial role where you have been part of or managed a commercial team</li><li style=\"border:0px solid rgb(229,231,235);font-family:inherit;list-style-type:disc;margin-bottom:4px;\">experience managing Team Leads or senior agents in a sales or commercial environment</li><li style=\"border:0px solid rgb(229,231,235);font-family:inherit;list-style-type:disc;margin-bottom:4px;\">the ability to speak fluently in Dutch </li><li style=\"border:0px solid rgb(229,231,235);font-family:inherit;list-style-type:disc;margin-bottom:4px;\">the right to work in the the Netherlands (visa sponsorship is not available for this role)</li></ul>"
    },
    {
      "name": "Why Flatpay?",
      "value": "<strong>Massive opportunity:</strong> Join at launch stage and shape our success in the Dutch market.<br><strong>Uncapped earning potential:</strong> The more you sell, the more you earn.<br><strong>Fast-track career growth:</strong> We promote from within, and we move fast.<br><strong>Supportive culture:</strong> No politics, no bureaucracy – just good people building great things together.<br><strong>International environment:</strong> Be part of a diverse, ambitious team across 6+ countries."
    }
  ],
  "occupationCategory": "sales_and_business_development",
  "recruitingCategory": "Netherlands"
}