Customer Renewals Manager

quanteo; Montreal (administrative region); On-site; CAD 70,000 - 95,000; Full time

Job summary

Eco-Counter is seeking a Customer Renewals Manager to own subscription renewals and software billing support for our North America client base. You will be the primary contact for existing clients as renewals approach, focusing on retention, resolving billing questions, and spotting risk early to prevent churn.

You will work closely with Sales, Customer Success, and Finance to ensure renewals are smooth, records are accurate, and customers understand the value of Eco-Visio.

Qualifications

• Experience in account management and renewal ownership.
• Ability to manage renewals and billing inquiries with accuracy.
• Strong communication with client stakeholders and internal teams.

Responsibilities

• Own the renewal cycle end-to-end from outreach to signed renewal.
• Identify churn risk early and address concerns.
• Handle software billing/invoices and coordinate with Finance.
• Answer client questions about invoicing and renewals.
• Run demos to show the value of Eco-Visio to clients.

Skills

Account management

Billing support

Customer relationship

Cross-team communication

Tools

Eco-Visio

Job description

Help Public Agencies Keep the Data Flowing, Year After Year

Eco-Counter is the global leader in pedestrian and cyclist counting solutions, empowering cities and public agencies with actionable data to improve safety, equity, and sustainability. With deployments across 50 states and over 65 countries, we're shaping the future of active transportation and outdoor recreation.

Public agencies rely on Eco-Counter's software and support year over year to keep their programs funded and running. Renewals are how that relationship continues and making the process simple and timely is a big part of what keeps our clients happy.

The Role

We're hiring a Customer Renewals Manager to own subscription renewals and software billing support for our North America client base. You'll be the main point of contact for existing clients as their renewal comes up, working to retain accounts, resolve billing questions, and catch early signs of risk before they turn into churn.

*Great Place to Work Certification in 2023

What You’ll Do

• Own the renewal cycle. Own the renewal cycle. Manage the end-to-end subscription renewal process for existing clients, from advance outreach through signed renewal, and keep accurate records of renewal dates and status.
• Protect and grow the base. Protect and grow the base. Identify accounts at risk of churn early, address concerns before they escape? Actually: "and look for chances to expand or upsell as part of the renewal conversation." - includes some modifications from typical bullet.
• Handle software billing/invoices. Handle software billing support. Answer client questions about software invoicing, resolve billing discrepancies, and coordinate with Finance to keep accounts current.
• Know Eco-Visio inside and out. Know Eco-Visio inside and out. Understand how Eco-Visio works well enough to answer clients' day-to-day questions, and run demos that show the value they're getting from the platform.
• Build renewal-ready relationships. Build renewal-ready relationships. Stay in regular contact with client stakeholders between renewal cycles so the conversation feels familiar, not cold, when it's time to renew.
• Report on retention health. Report on retention health. Track renewal rates, churn risk, and billing resolution times, and share what you're seeing with sales leadership.
• Coordinate across teams. Coordinate across teams. Work closely with Sales, Customer Success, and Finance so renewals and billing issues get resolved smoothly and clients have one consistent point of contact.

What Success Looks Like

• High renewal rates across the North America client base
• Billing questions resolved quickly, without much escalation
• At-risk accounts identified and addressed well before renewal deadlines
• Clients who see renewal outreach as helpful rather than a hassle
• Clients who understand the value they're getting from Eco-Visio because they've seen it firsthand
• Clear, current reporting that gives sales leadership visibility into retention health

What You Bring

• Experience in account management