pigment - Renewals Manager - Customer Success
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Requirements
• 3+ years of experience in renewals, account management, customer success, or a commercial-facing SaaS role. • Strong negotiation skills and comfort navigating commercial conversations with customers at multiple levels. • Demonstrated ability to interpret customer health signals, product usage insights, and business risk indicators. • Proven ability to manage a large volume of accounts with competing priorities and tight deadlines. • Excellent written and verbal communication skills. • Strong command of CRM tools (ex. Salesforce) and experience with renewal forecasting. • Experience in high-growth SaaS, especially with scaled or pooled Customer Success models. • Familiarity with planning, FP&A, or data/analytics products. • Experience collaborating with Legal teams on contract redlines and exceptions. • ## Success Metrics • Renewal rate and gross revenue retention across assigned accounts. • Forecast accuracy for upcoming renewals. • Reduction in churn risk through early identification and mitigation planning. • Operational excellence metrics (ex. deal cycle times, documentation completeness). • Contribution to scalable renewal processes, playbooks, and best practices.
Responsibilities
• Manage the renewal process for existing customers to ensure a seamless transition and continued success of our customer base. • Develop strategies and initiatives aimed at increasing retention rates among current clients by enhancing their overall experience with us. • Collaborate closely with other departments, such as sales and marketing, to align renewal campaigns that meet the needs and expectations of customers while also driving business growth for our company. • Monitor industry trends related to customer retention strategies in order to stay ahead of competitors by implementing innovative approaches tailored specifically to our target audience's preferences. • Regularly review performance metrics associated with renewal campaigns, such as conversion rates and average deal size; identify areas for improvement through data analysis techniques like A/B testing or cohort studies when necessary. • Communicate effectively both internally within the organization (e.g., providing updates on progress towards goals) and externally to customers via various channels including email marketing campaigns, social media platforms etc.; maintain open lines of communication with stakeholders throughout all stages involved in renewal processes from initial contact through completion/closure activities post-renewal period end dates (e.g., follow up calls). • Attend training sessions or workshops focused on customer success best practices regularly so as not only gain knowledge but also build relationships with colleagues across different teams within our organization who share similar objectives regarding improving client satisfaction levels over time through effective communication techniques like active listening skills etc.; participate actively during these events by asking questions/providing feedback based upon personal experiences working directly alongside customers themselves prior to joining this role specifically related hereinabove mentioned responsibilities listed above which may further enhance understanding amongst peers regarding best practices employed within respective departments across company-wide spectrums alike. • Maintain an up-to-date knowledge base about our product/service offerings along with any changes made since joining this role; stay informed through regular updates provided by management teams via internal communication channels such as newsletters or intranet sites etc., ensuring that all relevant information regarding features available within said products are well understood before engaging customers directly during renewal discussions. • Actively seek out opportunities for professional development related specifically towards improving customer success skills through attending industry conferences/webinars, networking events or pursuing certifications when applicable; maintain an ongoing commitment to personal growth while simultaneously contributing positively toward achieving organizational goals regarding increasing retention rates among current clients via effective communication techniques employed throughout all stages involved within renewal processes from initial contact through completion activities post-renewal period end dates (e.g., follow up calls). • Collaborate closely with other departments, such as sales and marketing; align strategies aimed at increasing retention
Benefits
• Bike2work scheme – save on a new bike and gear while commuting the greener way • Trust and flexible working hours • Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, San Francisco, Toronto, Paris, and London • High-end equipment (based on stock/availability) to do your work in the best conditions • Thrive Together: We can only win as a team. We are all founders and do the right thing for our peers, Pigment customers, partners, and the planet • Never Settle: We aim to become the best at what we do by delivering with rigor and ambition every day. Delivering means building a passionate Pigment community • Go for it: We are biased towards action. Every action leads to learning and these learnings get us one step closer to our mission • Be real, be humble: We are generous with our feedback, open to change our views and we approach it with empathy knowing everyone is trying to do the best for Pigment • Champion our Customers: We lead with empathy, solve what matters, and deliver clarity in a complex world to make our Customers heroes in their organisations.
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