KERRIDGE COMMERCIAL SYSTEMS CORP
Customer Retention & Upsell Specialist
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Customer Retention & Upsell Specialist
At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.
Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.
Klipboard is a global, growing business that embraces AI and emerging technologies to enhance customer outcomes, collaboration, and continuous improvement. We’re looking for people who are curious about or fluid with AI, open to change, and excited to learn how technology can improve the way we work and help our customers which is always supported by strong human insight and communication.
Rewire Security Overview
Rewire Security is a fast-growing, Bristol-based technology company specialising in GPS tracking and fleet management solutions. As part of the RAM / Klipboard Group, we combine the agility of a scale-up with the stability and resources of an established industry leader. Our flagship product, GPS Live, delivers real-time vehicle tracking, intelligent route optimisation, and advanced vehicle security — trusted by businesses and individuals across the UK.
Role Overview
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.
Key Responsibilities
Role Accountabilities
- 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.
Key Activities and Contributions
- 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
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Systems, Tools and Technology
- CRM system (e.g. Salesforce, HubSpot, 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
Technical and Professional Expertise
- 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
Core Responsibilities and Contributions
- 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
Customer Experience
- 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
Key Outcomes and Activities
- 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
People, Collaboration & Culture
- 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 continuous improvement and contribute to best practice development within the Customer Success team
Additional Responsibilities (as aligned to company job architecture)
- Stay current with industry trends, competitor offerings, and product developments in GPS tracking and fleet management
- Participate in team meetings, training sessions, and performance reviews as required
- Support ad hoc commercial or customer success initiatives as directed by the line manager
- Actively embrace AI tools and ways of working to enhance personal productivity and customer outcomes, in line with the Group’s AI-first approach
Key Relationships (Internal and external)
- Sales Manager / Head of Customer Success (direct line manager)
- Sales and Commercial team colleagues at Rewire Security
- Marketing and Employer Brand team
- Product and Operations teams
- Finance / Billing
- Existing B2B and B2C customers across the Rewire Security portfolio
- New and prospective customers (upsell and referral opportunities)
- Third-party technology suppliers and partners as required
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Skills, Knowledge and Experience
- Demonstrable experience in a sales, customer retention, account management, or customer success role
- Proven track record of meeting or exceeding sales or retention targets
- Outstanding verbal and written communication skills, with the ability to build rapport quickly
- Strong interpersonal and consultative skills — naturally empathetic, confident, and persuasive
- Self-motivated and target-driven, with a resilient and positive attitude
- Comfortable making outbound calls and managing a high volume of customer interactions
- Proficient with CRM systems and standard Microsoft Office tools
- Excellent organisational skills with strong attention to detail
- Able to work effectively both independently and as part of a team
- Right to work in the United Kingdom
Preferred Qualifications and Experience
- Experience in a SaaS, technology, or fleet/logistics environment
- Familiarity with GPS tracking, telematics, or fleet management solutions
- Experience managing or growing B2B accounts
- Exposure to dashcam, hardware, or IoT product sales
- Klipboard is embracing AI at pace across our products and ways of working. We’re looking for people who are curious about how AI can enhance productivity, decision-making and customer outcomes, and who are open to learning and adapting as this space evolves.
Company Info
You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.
Equal Opportunities
As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.
If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.
Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!
To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership
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