Retentions and Renewals Executive

Retention & Renewals Manager

Location: Lancaster (Hybrid)

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 Role

The 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

Here’s a taste of the perks we roll out for our extraordinary team members:

• 25 Days of Holiday + Bank holidays: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
• Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
• Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
• Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
• Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.
• Pawternity Leave: Welcoming a new furry friend? Enjoy a day off on us to give your new cat or dog the ultimate welcome home experience!
• Community Days: Looking to give back? Take a day off to volunteer and make a positive impact in your community or support your favourite charities.