Commercial Retention Manager

About the job

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.

What you'll do

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

Who you are

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 Netherlands (visa sponsorship is not available for this role)

Why Flatpay?

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.