whippy - Renewal and Expansion Specialist (LATAM, Remote)
Requirements
• Real direct customer-facing commercial experience, you have negotiated renewals, upgrades, or contract terms with customers personally, not just processed paperwork after someone else closed • Ability to do proration and package comparison math live on a call without freezing or going silent • Composure under pressure, customers on these calls are often frustrated and you must absorb that, stay calm, propose something fair, and close the conversation cleanly • Contract and billing fluency, you have drafted or amended real contracts and understand proration, credits, term resets, and supersession • Experience with Stripe or a similar billing platform • Strong written English, every commercial call ends in a follow-up email that summarizes terms and sends the contract • Ambition to grow into a broader commercial or revenue operations role over time • If you have only worked in billing operations, accounts receivable, or scripted support without direct customer-facing commercial conversations, do not apply. If your most recent role was at a BPO or call center, do not apply. If you are a hunter looking to close new logos, this is not that role. • Open to candidates anywhere in Latin America. Candidates based in Buenos Aires, Argentina are strongly preferred as we have a WeWork office in Vicente Lopez. EST hours required. Full English fluency required.
Responsibilities
• Run commercial calls with existing customers including renewals, upgrades, downgrades, expansions, and billing conversations • Do contract math live on customer calls including proration, package comparisons, overage analysis, and credit reconciliation • Draft and send contracts for existing customers including amendments, renewals, and supersession agreements with prorated credits • Own Stripe-related billing issues for existing accounts including invoice disputes, subscription changes, refunds, and payment method updates • Partner with CSMs on account health signals and take the call when they flag an account for a commercial conversation • Plant seeds for cross-sell and new products during renewal calls and hand qualified opportunities to the sales team • Maintain accurate records of contract terms, renewal dates, and commercial commitments across the customer base
Benefits
• Competitive compensation based on experience, including monthly performance bonuses tied to net revenue retention and expansion, WeWork membership, and more.
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