Senior Customer Retention Partner

We are the leading Tech Company in Europe, supporting digital innovation for more than 45 years.

Our mission is bold: to bring the power of digital transformation into every business.

We achieve this by placing customers at the heart of everything we do and by reimagining how organizations operate—optimizing processes that span from HR and customer relations to e‑invoicing and digital payments.

As a rapidly scaling organization, we know that our people are our greatest competitive advantage. Their growth, wellbeing and empowerment are not just priorities, they are the foundation of our long‑term success.

In BU PROFESSIONAL , we actively support the digital transformation of professional studios, with a specific focus on accountants and payroll consultants. We offer a wide range of integrated solutions designed to optimize every aspect of practice management, automate processes, reduce costs, and improve the quality of the services we provide to our clients. We are constantly working to develop new features and integrate our solutions with the most innovative technologies to match the needs of an ever‑changing market in the best possible way.

Your impact as a Senior Customer Retention Partner.

In this strategic role, you will lead a dedicated team focused on Retention and Prevention, with a clear mission: reduce churn, strengthen customer relationships, and anticipate risks before they emerge. You will play a pivotal role in shaping our customer value strategy, bringing structured insights and deep analysis to understand the drivers of churn and loyalty.

This is a unique opportunity to influence business decisions, collaborate across multiple teams and design initiatives that directly impact customer satisfaction and long‑term value.

Your role at a glance:

• Coordinate and provide hands‑on support to the Prevention & Retention team, ensuring alignment on priorities, objectives, and customer engagement approaches.
• Plan and organize team activities, effectively managing workloads, urgencies, and internal stakeholder requests in a structured manner.
• Actively operate on retention and prevention activities, personally handling complex cases, critical situations, and customer emergencies.
• Lead negotiations and discussions with customers, identifying sustainable solutions that balance customer value with the company’s economic objectives.
• Analyze quantitative and qualitative data (churn, customer behavior, tickets, overdue accounts) to build operational action plans and drive continuous improvement.
• Support the evolution of processes, tools, and innovative initiatives, acting as a bridge between strategic direction and operational execution.

What skills are we looking for?

• Proven experience in high-responsibility customer-facing roles (e.g. Retention, Customer Success, Account Management or similar), preferably within structured B2B environments.
• Strong hands‑on people management skills, with the ability to lead newly formed teams, protect resources, and maintain focus on company priorities.
• Strong hands‑on mindset and problem‑solving orientation, with the ability to manage unexpected issues, complex scenarios, and multiple stakeholders.
• Solid analytical and organizational skills, with experience using CRM systems and analytical tools to translate data into concrete actions.
• High level of assertiveness, strong results orientation, and the ability to evaluate costs and benefits in operational decision‑making.

Skills matter, but they are not enough. We are looking for leaders who embrace challenges as opportunities for growth and who embody the soft skills that bring our values to life:

• ENTREPRENEURSHIP - is the engine that drives us to excel, innovate and challenge ourselves for our own success and that of our company. We are proactive, responsible and customer‑centric, always ready to question the status quo and achieve extraordinary results.
• INNOVATION - is the guiding light that illuminates our path as we move through an environment full of different experiences, knowledge and perspectives. We are not afraid of making mistakes; we work in an environment that is fertile for the development of innovative solutions.
• INCLUSION - is the sentiment that guides our relationships amongst individuals, each of whom has a different history and experience. We advocate for an inclusive work environment that values each person's unique characteristics.

We believe that creating value for our people fuels a culture of excellence, innovation and ethical and responsible business practices.

We are a tech company , and our approach to work is far from being conventional! We believe in a dynamic environment where innovation, growth and wellbeing intertwine every day. Here, work is not just a set of tasks, but an opportunity to express talent, experiment and make a difference.

• WELLBEING: we have a short working week! You will not work on Friday afternoons, allowing you to devote time to your personal interests. To help you do this, we offer a welfare plan tailored to your needs, with many services and benefits for your wellbeing.
• FLEXIBILITY: we believe in mutual trust! You won't clock in and out, and you'll work in a flexible, hybrid way. And to make it easier for you, we'll give you everything you need to be productive and connected remotely.
• DEVELOPMENT AND GROWTH: we invest in people! You'll take part in a personalised development programme to build your skills and contribute to the achievement of the company's goals.
• DIVERSITY AND INCLUSIVITY: we value differences! You will work in an inclusive environment based on collaboration and respect. Our leadership is focused on trust and the growth of each talent.
• IMPACT: we work with pride! We are committed to creating shared value: for our customers, our partners and the community. In every project, we focus on sustainability and innovation

Ready to make an impact?

Apply now quickly and easily and track your application on our portal!

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