Sr. Renewals Digital Experience Specialist

About this Role

As the Sr. Renewals Digital Experience Specialist, you will be the strategic architect to own and transform the end-to-end, automated renewal experience for Samsara’s Commercial customer base. Reporting to the Senior Manager of Digital Renewals, your goal is to transform a manual, complex renewal process into a seamless, frictionless e-commerce experience. This is a high-impact, cross-functional role at the intersection of revenue operations, product-led growth, and customer experience. You will design, build, and continuously optimize scalable digital programs that drive on-time renewals, reduce churn, and expand net revenue retention (NRR) — with minimal reliance on high-touch sales motions.

You should apply if:

• You want to impact the industries that run our world: Your efforts result in real-world impact—helping to keep the lights on, get food into grocery stores, and ensure workers return home safely. You have an innate curiosity about how businesses work, whether you’re diving into the inner workings of a food distribution center or a waste management firm to understand how our technology makes them better.
• You thrive in the grey area: You enjoy taking messy, disparate data from Salesforce and other systems and turning it into a streamlined, automated strategy.
• You are a systems thinker: You look at a manual process and immediately think about how to automate it through Salesforce and other tools to drive efficiency.
• You can navigate internal complexity to win as a team: You are comfortable collaborating with cross-functional teams including Product, Marketing, Deal Desk, Legal, and Finance to architect the appropriate automation strategies.

In this role you will:

• Partner with Product and Engineering to optimize an e-commerce checkout experience for renewals, including "one-click" extensions and self-service seat expansions.
• Own the logic for the auto-renewal program. Define the criteria for "automatic" vs. "seller-assisted" renewals based on customer health scores and contract complexity.
• Develop digital-only pricing strategies (e.g., pre-negotiated step-ups or loyalty discounts) that incentivize long-tail customers to renew without requiring a human touch.
• Design the "Renewal Lifecycle" communication plan. This involves mapping out email, in-app notifications, and SMS triggers that highlight ROI (e.g., "You saved $X in fuel this year") to drive renewal intent.
• Audit the current "Contract to Cash" process for long-tail customers to eliminate hurdles like manual signature requirements, outdated payment methods, or fragmented billing cycles.
• Lead A/B testing for renewal offers, subject lines, and UI layouts to maximize conversion rates and Net Retention Rates (NRR)
• Train and enable Renewals and Sales teams on digital renewal processes, handoff criteria, and escalation protocols.

Candidate Qualifications:

• SaaS E-Commerce & Platform Expertise
• 6+ years in SaaS GTM, with at least 3 years specifically focused on digital-led sales or automated renewals.
• Deep familiarity with subscription billing and e-commerce platforms (e.g., Stripe, Recurly, Zuora) and their integration with Salesforce/CPQ.
• Proven track record of managing contracts and navigating the legal/compliance nuances of auto-renewal laws.
• Digital Marketing & Nurture Strategy
• Experience using Marketing Automation tools (Marketo, Braze, or Gainsight PX) 
• Understanding of how to use in-app telemetry (e.g., "This customer hasn't checked their Safety Inbox in 30 days") to trigger proactive digital interventions.
• Commercial & Analytical Acumen
• Ability to model the impact of different renewal price increases or multi-year discount incentives on churn and LTV.
• Ability to define and track metrics like Involuntary Churn %, Digital Conversion Rate, etc.
• Strategic Influence
• Experience moving an organization away from "manual-everything" to "automated-first."
• Proven ability to present complex technical findings to non-technical executive audiences.

Education

• Bachelor’s degree in Business, Finance, Economics, Data Science, or a related field.