2 months ago
Job Summary
The Customer Success Renewals Manager will contribute to team and company goals by providing scaled renewals support to our customers and internal sales teams. You will work under the direction of the Director of Customer Success/Manager, Customer Success and will work closely with the Sales, Customer Success, Legal and Billing teams. You will own, drive, and lead the renewals process for mid-market accounts as well as collaborate with the CSM/AE teams to drive the renewal process for mid-market customers to preserve and enhance customer contracts and relationships.
- Minimum Qualification:Degree
- Experience Level:Entry level
- Experience Length:1 year
Job Description/Requirements
How You Will Succeed
- Establish and maintain standard operating procedures for mid-market account subscription renewals.
- Utilize the renewal playbook for engagement to maximize revenue retention.
- Proactively engage with customers and internal teams to coordinate upcoming subscription renewals
- Actively engage with key decision-makers to identify customer requirements and uncover roadblocks to ensure on-time commitments
- Maintain and report an accurate rolling 90-day forecast of renewals
- Negotiate and execute renewal contracts that align to customer goals.
- Work closely with the Account Executive and Customer Success teams to drive incredible renewal rates and minimize churn.
- Participate in Account Executive/Customer Success Manager led business reviews, and lead renewals meetings as needed.
- Discover and identify upsell/cross-sell opportunities upon contract renewal to maximize customer growth
- Work closely with our product team to provide feedback on the growing requirements of our customers.
What We Are Looking For
- 1-2 years experience in a customer success or sales role.
- Exceptional understanding of contracts, pricing structures, and building rapport
- Highly skilled with discovery techniques and negotiation.
- Consistent track record of achieving personal and team goals.
- Well organized with a high degree of accuracy and strong attention to detail.
- The ability to effectively multi-task, manage multiple deadlines and prioritize assignments
- Ability to grow business in a strategic manner, i.e. creating new processes and initiatives
- Experience with Salesforce CRM and Zuora preferred
- This is NOT a quota carrying role
- Excellent written and verbal communication skills (English required)
- The ability to collaborate well within a remote team environment
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