Responsibilities
- Own the Renewals Process: Support the CSM team with the end-to-end renewals process for customers—ensuring timely, accurate, and customer-centric execution.
- Customer Retention: Support Customer success and Sales teams on the strategy to achieve renewal and retention targets, minimizing churn and maximizing long-term customer loyalty.
- Cross-Functional Collaboration: Partner with Sales, Customer Success, and Finance to streamline renewal operations and identify upsell or expansion opportunities. Work closely with CSM’s, Technical account Managers and Account executives to understand our customer’s business needs, advocate for their success, and align solutions to their goals.
- Data-Driven Insights: Leverage data from CRM and usage analytics to identify renewal risks, forecast outcomes, and proactively address customer challenges.
- Escalation Management: Escalate process issues internally with a focus on win-win outcomes.
- Reporting & Forecasting: Maintain accurate renewal forecasts and performance tracking in CRM tools (e.g., Salesforce).
- Operations support: Identify step by step process to signature and update contact and quote information in SFDC. Prepare renewal Account research (annual / financial reports, identifying new initiatives, acquisitions etc). Document stakeholder hierarchy. Centralize all documentation produced for renewal, ensure a renewal Digital room is created for the customer. Build out pricing proposal & add to renewal slide deck. Verify renewal terms (MSA, IT evaluation, Contract Terms & Conditions) and update Salesforce.
- Collaborate closely with Deal Desk on CPQ and quote processes to anticipate and proactively remove blockers and delays in the approval process.
- Support with billing queries and escalations, liaising with finance and legal to get to satisfactory outcomes.
Required Qualfication
- Experience: 1-3 years in Renewals, Customer Success, or Account Management, preferably in a B2B SaaS.
- Customer Focus: Passionate about delivering exceptional customer experiences and building long-term relationships.
- Negotiation Skills: Ability to navigate customer conversations with confidence, empathy, and professionalism.
- Analytical Thinking: Comfortable using data to drive decisions, assess performance, and identify growth opportunities.
- Collaboration: Strong cross-functional communication skills; experience working with Sales, Customer Success, and Operations teams.
- Tools: Proficient in CRM and renewal management tools (e.g., Salesforce, Gainsight).
- Mindset: Self-starter who thrives in a fast-paced, collaborative, and high-growth environment.
