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. **Employment type:** Full-time **Location:** Amsterdam - onsite 5 days ​per week **Responsibilities** **Lead the team commercially** * 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 and develop Team Leads**  * 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 **Own decision-making quality** * 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 **Keep the data clean and the process tight** * 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   **How You'll Be Measured** **Success in this role is measured in outcomes, not activity. You'll be held to:** * **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 **Skills & Attributes** * 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 **This role is perfect for you if you have:** * 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) **Massive opportunity:** Join at launch stage and shape our success in the Dutch market. **Uncapped earning potential:** The more you sell, the more you earn. **Fast-track career growth:** We promote from within, and we move fast. **Supportive culture:** No politics, no bureaucracy – just good people building great things together. **International environment:** Be part of a diverse, ambitious team across 6+ countries.