Commercial Retention Manager

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. 

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.

• 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, 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

• 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

• 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

• 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
  
  

• 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

• 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
• the ability to speak fluently in Dutch 
• the right to work in the the Netherlands (visa sponsorship is not available for this role)