Senior Customer Success Renewal Manager
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Job Description
Senior Customer Success Renewal Manager at Smartsheet driving strategic customer renewals and leading negotiations. Partnering with teams to maximize customer value and ensure successful contract renewals.
Responsibilities:
- 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
Requirements:
- 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
Benefits:
- HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
- 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 Sick Time Off
- 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 Udemy 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)
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