Customer Success Renewal Account Manager
Skills
- Proven renewal lifecycle management and commercial ownership in B2B SaaS.
- Strong forecasting, pipeline management, and analytical skills (Excel/Sheets proficiency).
- Experience with Salesforce, CPQ, and customer success platforms (e.g., Gainsight, Totango, ChurnZero).
- Ability to lead executive-level EBRs/QBRs and present outcome-focused narratives.
- Negotiation skills within pricing and term guidelines and experience achieving GRR/renewal targets.
- Familiarity with SaaS value metrics and ability to interpret usage/license data.
- Comfort working remotely across time zones and occasional travel for key meetings.
Responsibilities
- Own the full renewal lifecycle for a defined portfolio, from quote preparation to deal closure and co-term/consolidated agreements.
- Maintain accurate Salesforce pipeline and provide reliable 30/60/90-day forecasts.
- Document renewal risks, approvals, key dates, and customer engagement plans; execute standard renewal motions.
- Identify and qualify expansion opportunities (modules, tiers, seats) and collaborate with Sales for execution.
- Monitor account health using usage trends, support history, and sentiment; lead concise EBRs/QBRs focused on outcomes and license utilization.
- Escalate adoption or implementation issues to Customer Success Managers or Professional Services when needed.
- Partner with Legal, RevOps, and Finance to resolve non-standard terms, approval workflows, and commercial escalations.
- Share relevant feature updates and best practices to help customers derive value (without owning technical deployment).
- Capture and communicate customer feedback to product and leadership teams; contribute to best practices and enablement content.
- Maintain high-quality data hygiene in Salesforce and mentor associates on renewal execution, risk identification, and forecasting discipline.
Education
- Bachelor’s degree or equivalent experience preferred.
- Relevant certifications (e.g., ITIL Foundation, customer success certifications) are a plus.
Benefits
- Flexible remote-friendly working model supporting work-life balance.
- Competitive compensation and total rewards including health, wellness, and financial plans.
- Global, diverse teams with collaboration across 23+ countries.
- Access to learning and development tools and programs.
- Inclusive culture with focus on equity and belonging.
- Opportunities for mentorship and career growth within Customer Success.
Average salary estimate
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