Customer Success Renewals Manager

Smartsheet Inc; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading tech company is seeking a Customer Success Renewals Manager to support their Customer Success Organization in managing customer renewals. The ideal candidate will have extensive experience in SaaS contracting, strong negotiation skills, and a proven ability to resolve issues creatively. This role is pivotal in ensuring a world-class renewal experience for customers and offers flexibility in working arrangements.

Benefits

Employer-paid private medical and dental insurance

Monthly pension contributions and stipends

Paid holidays and flexible time off

Paid parental leave

Volunteer days and professional development opportunities

Company-funded perks and teleworking options

Qualifications

• 5+ years in Sales, Customer Success, or Finance.
• 2+ years in a software renewal role.
• Legally eligible to work in the UK.

Responsibilities

• Conclude all assigned contract renewals.
• Ensure a positive customer experience during renewals.
• Collaborate with teams to expedite renewals.

Skills

Negotiation skills

Problem analysis

Project management methodologies

Entrepreneurial mindset

Tools

Salesforce

Gainsight

Smartsheet

Job description

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions using simple no-code tools. We’re revolutionaries — changing the way the world works is our daily mission.

Role: Customer Success Renewals Manager

As a Customer Success Renewals Manager, you will support the Customer Success Organisation in managing a portfolio of customer renewals. The ideal candidate has experience in SaaS contracting and excels at resolving issues creatively while mitigating risks, ensuring a world-class renewal experience for our customers.

This key role is part of the Customer Success team, reporting to the Manager, Customer Success. The position is based in London, UK or remote.

Responsibilities:

1. Serve as a key member of the account team to successfully conclude all assigned contract renewals.
2. Ensure a positive customer experience throughout the renewal process.
3. Collaborate with sales, customer success, order management, partners, and leadership to expedite renewals and foster positive outcomes.
4. Build and communicate accurate renewal forecasts.
5. Identify renewal risks and develop resolution strategies with team members.
6. Prioritize portfolio management to achieve optimal outcomes.
7. Suggest process improvements.
8. Perform additional duties as assigned.

Qualifications:

1. 5+ years in Sales, Customer Success, or Finance.
2. 2+ years in a software renewal role.
3. Strong negotiation skills and experience closing contracts.
4. Ability to analyze complex problems and manage risks.
5. Urgency and efficiency in meeting deadlines.
6. Familiarity with project management methodologies.
7. Entrepreneurial mindset and comfort with ambiguity.
8. Experience with Salesforce (essential), Gainsight, and Smartsheet (preferred).
9. Understanding of legal frameworks for SaaS renewals.
10. Legally eligible to work in the UK.

Benefits:

• Employer-paid private medical and dental insurance.
• Monthly pension contributions and stipends.
• Paid holidays and flexible time off.
• Paid parental leave.
• Volunteer days and professional development opportunities.
• Company-funded perks and teleworking options across the UK.

About Us:

At Smartsheet, we embrace diversity and inclusivity. We encourage applicants from all backgrounds, even if your experience doesn’t perfectly match the job description. Join us and help change how the world works!

Equal Opportunity Employer:

We are committed to providing equal employment opportunities and fostering an inclusive environment. All qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, or other protected categories.