Manage Salsify platform for Pit Boss, Charbroil, and Oklahoma Joes product content and data syndication. Collaborate with teams to maintain, optimize, and distribute product information across all channels.
About the role
- Renewals Manager at ScalePad managing renewals, customer relationships, and retention strategies. Focused on driving customer success and growth in a fast-paced SaaS environment.
Responsibilities
- Manage Renewals Pipeline: Own and drive the renewals process for a portfolio of customers, ensuring timely and efficient contract renewals.
- Customer Relationship Management: Develop strong relationships with key stakeholders within customer organizations to ensure satisfaction, mitigate risks, and identify opportunities for upsell and cross-sell.
- Retention Strategy: Work closely with the Customer Success, Adoption Services, and Account Management teams to identify at-risk accounts and create tailored strategies to improve retention and reduce churn.
- Contract Negotiation: Collaborate with customers to negotiate renewal terms, pricing, and any necessary adjustments to contracts.
- Customer Advocacy: Act as a voice for the customer within the organization, ensuring that customer feedback is communicated to product and leadership teams for continuous improvement.
- Reporting & Analysis: Track and report on key metrics related to renewals, including renewal rates, revenue retention, and customer satisfaction. Provide insights to leadership on trends and potential risks.
- Cross-Functional Collaboration: Partner with Account Management, Customer Success, and Finance teams to ensure seamless renewal processes and timely execution of contracts.
- Onboarding & Training: Work with the Adoption Services team to ensure customers are fully onboarded, maximizing the value they get from the product to increase the likelihood of renewal.
Requirements
- 2+ years of experience in customer success, account management, or renewals within a B2B SaaS environment
- Proven track record of managing renewals and achieving high customer retention rates
- Strong communication, negotiation, and interpersonal skills
- Ability to work cross-functionally and collaborate with various teams (Account Management, Product, Support, Finance)
- Analytical mindset with the ability to interpret data and trends to inform decision-making
- Familiarity with CRM software (e.g., Salesforce, HubSpot) and Success Solutions (e.g. Gainsight)
- Detail-oriented, organized, and able to handle multiple priorities in a fast-paced environment
Benefits
- Employee Stock Ownership Plan (ESOP) and RRSP matching
- Structured mentorship with founders and senior leaders
- Annual professional development budget
- Monthly stipend for hybrid or remote work environment
- 100% employer-paid benefits
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