Customer Retention & Upsell Specialist

As our Customer Retention & Upsell Specialist, you will be at the heart of our commercial growth strategy—protecting and growing our existing customer base by renewing subscriptions, deepening relationships, and identifying opportunities to expand accounts through targeted product and service recommendations. This is a warm‑account role built on consultative selling and genuine customer partnership, not cold outreach. With uncapped commission potential and real progression opportunities within the Group, this is an ideal opportunity for a commercially driven individual who genuinely loves delivering value to customers.

• Protect and grow Rewire Security’s existing customer base through proactive retention activity, consultative upselling, and outstanding relationship management. Drive subscription renewal rates, reduce churn, and identify commercial growth opportunities across the B2B and B2C customer portfolio.
• Proactively contact existing customers ahead of subscription renewals to secure continuity and reduce churn.
• Identify at‑risk accounts and develop tailored retention strategies to address customer concerns and objections.
• Build and maintain strong, long‑term customer relationships across B2B and B2C customer segments.
• Identify and pursue upsell and cross‑sell opportunities, including SaaS upgrades, dashcam solutions, and additional GPS hardware.
• Conduct needs‑analysis conversations to understand evolving customer requirements and match them to Rewire Security’s product portfolio.
• Handle inbound retention queries with a consultative, solutions‑focused approach.
• Develop account plans for key B2B clients to maximise account expansion and lifetime value.
• Meet and exceed monthly, quarterly, and annual revenue and retention targets.

• CRM system (e.g., Salesforce, Hub Spot, or similar) — maintaining accurate customer records and sales pipeline.
• GPS Live tracking platform — strong working product knowledge required.
• Microsoft 365 (Outlook, Teams, Excel).
• Sales performance and KPI reporting dashboards.

• Proven experience in sales, customer retention, account management, or customer success.
• Strong consultative selling skills—able to understand customer needs and present tailored solutions.
• Confident making outbound calls and managing high volumes of customer interactions.
• Excellent verbal and written communication, negotiation, and objection‑handling skills.
• Knowledge of GPS tracking, telematics, or fleet management technology is advantageous.

• Meet and exceed monthly, quarterly, and annual retention and upsell revenue targets.
• Maintain a high level of customer satisfaction throughout the renewal and upsell process.
• Maintain accurate, up‑to‑date CRM records in full compliance with GDPR requirements.
• Provide regular reporting on retention rates, upsell pipeline, and account activity.
• Contribute to team best practice and share market insights with the wider sales and product teams.

• Serve as the primary point of contact for a portfolio of existing accounts, delivering a consistently excellent experience at every touchpoint.
• Act as a customer advocate internally, feeding insights back to Product, Marketing, and Operations teams.
• Conduct regular account check‑ins to assess satisfaction, usage levels, and growth potential.
• Resolve customer concerns efficiently and professionally, escalating where appropriate.

• Subscription renewal rates maintained and improved year‑on‑year.
• Upsell and cross‑sell revenue targets achieved or exceeded each quarter.
• Customer satisfaction scores (NPS / CSAT) maintained at high levels.
• CRM data accuracy upheld across all managed accounts.
• At‑risk accounts identified early and successfully retained.
• Work collaboratively with the wider sales, marketing, and product teams to align on customer messaging and commercial approach.
• Share customer insights and competitive intelligence to inform product development and retention strategy.
• Uphold Rewire Security’s values: customer obsession, ownership, ambition, and integrity.
• Embrace a culture of…