Job Description
The role involves managing customer retention and expansion within a SaaS company's renewal management team, focusing on driving renewals, identifying upsell opportunities, and collaborating with partners to ensure high customer satisfaction and revenue growth.
Key Responsibilities
- Manage a high volume of customer accounts to drive retention and safeguard ARR
- Handle renewal blockers, define resolution strategies, and serve as the primary customer contact
- Analyze customer usage and feedback to identify early risks and prevent issues
- Diagnose customer challenges and collaborate with partners to implement corrective actions
- Manage the end-to-end renewal cycle, including forecasting, risk assessment, pricing negotiations, and contract execution
- Identify and qualify upsell and expansion opportunities within assigned territory
- Collaborate with channel partners to co-manage renewal processes and develop account strategies
Requirements
- Manage a high volume of accounts representing approximately 140 accounts, including 50 based in DACH, covering all customer expanding from LATAM, Europe, Middle East, and Africa.
- Serve as the commercial single point of contact for the assigned territory, focusing on customer retention and ARR safeguarding.
- Handle critical renewal blockers with full ownership, defining and executing resolution paths that balance customer needs with company guidelines while safeguarding ARR.
- Maintain a proactive issue-prevention mindset by continuously analyzing customer usage patterns, feedback signals, and support trends to detect early risks and intervene before they escalate.
- Diagnose the root causes of customer challenges and partner closely with the Partner team to implement effective corrective actions that eliminate recurring issues.
- Own upcoming renewal forecasting, accurately predicting churn and downgrading risk, managing pricing negotiations, and ensuring timely contract execution to safeguard ARR.
- Identify and qualify latent expansion opportunities within the territory, owning the end-to-end sales cycle for upsell opportunities.
- Collaborate closely with Channel Partners to co-manage renewal cycles, develop mutual account strategies and execution plans, and ensure seamless customer experience and revenue retention.
- Possess experience in managing the end-to-end renewal lifecycle and strategic upsell identification within a SaaS or similar environment.
- Demonstrate ability to manage a territory with a retention rate target of 70-80% and an expansion ARR target of 20-30%.
Benefits & Perks
compensation components: territory ARR with a retention rate target 70-80, expand ARR target 20-30
hybrid working options
company equity RSUs
generous PTO
comprehensive benefits
extensive parental leave
dedicated volunteer days
access to resources such as gym subsidies, counseling, and well-being programs
benefit from a dedicated learning program and mentorship opportunities
Ready to Apply?
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