Customer Success Renewal Manager

As Customer Success Renewal Manager, you will support the Customer Success Organization in driving a  portfolio of customer renewals. The ideal Renewal Manager is an experienced professional with a full  understanding of the SaaS contracting space. You will resolve a range of issues in creative ways while mitigating  risk and providing a world-class renewal experience for our customers. 

You will report to a Manager of Customer Success Renewals in Costa Rica with a dotted line to our Sr. Manager, Renewal Management in North America. This role is open to being mainly remote.

You Will:  

• Serve as an extended member of the Smartsheet account team to bring all assigned contract renewals to a successful conclusion 
• Ensure a positive customer experience throughout all stages of the renewal process 
• Partner with sales, customer success, order management, and senior leadership to accelerate the contract  renewal process and create positive outcomes 
• Build and communicate an accurate forecast for upcoming renewals 
• Identify and highlight any renewal risk to your partners and work with all team members to order to develop resolution strategies 
• Evaluate your portfolio to prioritize time to render the most favorable outcomes 
• Highlight opportunities for process improvement 
• Perform other duties as assigned 

You Have:  

• 4+ years of Sales, Customer Success or Finance experience.
• 1+ year of experience working in a software renewal role.
• Negotiation skills with experience driving contracts to completion 
• Experience analyzing complex problems, developing recommended solutions, and/or managing risk 
• Familiarity with project management methodologies and the ability to use those in service of managing the renewal cycle.
• Motivated by an entrepreneurial mindset and comfortable with ambiguity 
• Experience working with Salesforce and Smartsheet 
• Legal eligibility to work in Costa Rica

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members
• Equity - Restricted Stock Units (RSUs) for eligible roles
• Monthly stipend to support your work and productivity
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks including a counseling membership and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role specific)

Get to Know Us:

At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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Department

Customer Success

Job Location

San Jose, CR