Sr. Customer Success Renewal Manager

As Senior Customer Success Renewal Manager, you will support the Customer Success Organization in driving a portfolio of customer renewals for some of our most strategic accounts. The ideal Senior 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. 

This important role will report to our Senior Manager of Renewal Management. Due to the collaborative nature of this role with Account Teams (Sales, Presales, Services) ideal candidates will be within driving proximity of our regional hub in Boston, MA.

You Will:  

  • Lead Executive communications with customers and serve as an extended member of the Smartsheet account team to execute a win/win strategy on all assigned contract renewals to maximize value and enhance customer experience
  • Partner with the account team to fully understand and develop a clear renewal strategy for each customer based on data driven decisions and execute that strategy
  • Lead Customer Success Managers and Sales partners in driving large renewal negotiations across our customer base to ensure quarterly and annual renewal numbers are met or exceeded
  • Maintain and manage an accurate forecast for assigned upcoming renewals and communicate any renewal risk to your partners to develop resolution strategies 
  • Persuade, influence, and motivate people and collaborate with cross functional partners such as CS Leaders, Operations, Finance and Legal to identify opportunities to accelerate the contract renewal process and drive operational efficiencies
  • Provide guidance on renewal strategy to increase value based renewal pricing solutions and allow for future expansion
  • Lead by example in commercial negotiations with selected customers to maximize value exchange, net retention rate, and multi-year agreement structures
  • Prepare proposals, including renewal rate calculations and contract preparation
  • Proactively adopt new initiatives and programs as needed
  • Serve as a subject matter expert and mentor to other members of the team
  • Act as Renewal Management expert and brand ambassador
  • Perform other duties as assigned

You Have:  

  • 6+ years experience of Sales, Renewal Management, Customer Success or Account Management - ideally within SaaS offerings
  • Strong negotiation skills with experience driving complex financially focused, multi-component contracts to completion accurately and on time
  • Demonstrated ability to influence and navigate objections to achieve win/win customer outcomes
  • Prior experience and a proven track record of working and building robust stakeholder partnerships specifically within the Enterprise segment strongly preferred.
  • Familiarity with project management methodologies and the ability to use those in service of managing the renewal cycle 
  • Ability to plan and execute initiatives by effectively representing the team across departments, ie: implementing new processes and initiatives in a well-planned, well-documented and organized manner
  • Motivated by an entrepreneurial mindset and comfortable with ambiguity 
  • Strong level of urgency, organization and prioritization skills
  • Experience working with Salesforce or other CRM systems 
  • Ability to travel up to 40% for Sales and Success QBRs and customer onsites

Perks & Benefits:

  • HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
  • Equity - Restricted Stock Units (RSUs) for eligible roles
  • Lucrative Employee Stock Purchase Program (15% discount)
  • 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
  • Monthly stipend to support your work and productivity
  • Flexible Time Away Program, plus Incidental Sick Leave
  • US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
  • US employees receive 12 paid holidays per year
  • Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account
  • Teleworking options from any registered location in the U.S. (role specific) 

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. 

California & New York: $113,400 to $156,600 

All other US States: $105,000 to $145,000

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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Customer Success

Job Location

Boston, MA, USA

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