Job Description
The Customer Success Renewal Manager is responsible for retaining and expanding customer accounts within the Scale Segment by managing renewal cycles, driving customer health, and identifying upsell opportunities to safeguard and grow annual recurring revenue.
Key Responsibilities
- Manage a high volume of customer accounts to drive retention and safeguard ARR
- Handle renewal blockers by defining and executing resolution strategies
- Analyze customer usage and feedback to identify early risks and prevent issues
- Diagnose customer challenges and collaborate with partners to implement corrective actions
- Own the end-to-end renewal lifecycle, including forecasting, risk management, and contract execution
- Identify and qualify upsell and expansion opportunities within assigned territory
- Collaborate with channel partners to co-manage renewal cycles and develop account strategies
Requirements
- Manage a team of 6-8 Expand Renewal Executives covering all customer accounts in LATAM, Europe, Middle East, and Africa regions.
- Handle a customer portfolio of over 120 customers, including approximately 50 based in DACH, with a core responsibility of customer retention and ARR safeguarding.
- Manage a high volume of accounts representing approximately 20% of the global customer base, around 140 accounts.
- Drive customer health, maximize customer retention, and own the end-to-end renewal lifecycle for assigned accounts.
- Identify and qualify latent expansion opportunities within the assigned territory and own the entire sales cycle for these opportunities.
- Handle critical renewal blockers with full ownership, defining and executing resolution paths that balance customer needs with company guidelines to safeguard ARR.
- Maintain a proactive issue-prevention mindset by analyzing customer usage patterns, feedback signals, and support trends to detect early risks and intervene before escalation.
- Diagnose 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 risks, managing pricing negotiations, and ensuring timely contract execution to safeguard ARR.
- Collaborate closely with Channel Partners to co-manage renewal cycles, develop mutual account strategies, and ensure seamless customer experience and revenue retention.
- Achieve a renewal retention rate target of 70-80% and an expansion ARR target of 20-30%.
Benefits & Perks
Compensation components include Territory ARR with a retention rate target of 70-80% and Expand ARR target of 20-30%
Hybrid working options
Company equity RSUs
Generous PTO
Extensive parental leave
Dedicated volunteer days
Access to resources such as gym subsidies, counseling, and well-being programs
Clear career paths, internal mobility, dedicated learning programs, and mentorship opportunities
Inclusive community and support through inclusion and belonging programs
Ready to Apply?
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