Associate Renewals Manager

Base Poland (Poland); Kraków; Hybrid; PLN 155.000 - 233.000; Vollzeit

Zusammenfassung

Zendesk is seeking an Associate Renewal Manager in Kraków to manage the full renewal lifecycle for a portfolio of SaaS customers. You will collaborate with Sales, Customer Success, and Revenue Operations to demonstrate value and secure renewals.

The role requires 1-2 years in SaaS renewals or related areas, proficiency with Salesforce, and strong communication and analytical skills. The hybrid work model offers in-person collaboration and remote work part of the week.

Qualifikationen

• 1-2 years of experience in SaaS renewals, account management, customer success, or sales support
• Proficiency with Salesforce or similar CRM tools; CPQ experience is a plus
• Strong organizational and time management skills, with the ability to manage multiple renewals in parallel
• Excellent written and verbal communication skills
• Analytical mindset with the ability to interpret customer data and drive insights
• Bachelor’s degree or equivalent relevant experience

Aufgaben

• Independently manage the full renewal lifecycle for a designated portfolio of accounts, ensuring timely, accurate, and high-retention outcomes
• Collaborate with Customer Success Managers and Account Executives to strategize renewal approaches based on customer health, usage, and satisfaction
• Proactively engage customers through scheduled check-ins and tailored outreach to reinforce value and anticipate objections
• Analyze account history and product usage data to craft compelling renewal narratives and forecast renewal risk
• Assist with quote creation, pricing validation, and contract management processes in collaboration with Legal and Finance teams
• Maintain CRM data accuracy (Salesforce) and contribute to forecasting and reporting dashboards
• Identify upsell and cross-sell opportunities and route them appropriately to Sales or CSM partners
• Continuously improve renewal workflows and contribute to the development of best practices and playbooks

Kenntnisse

Communication skills

Analytical mindset

Ausbildung

Bachelor’s degree or equivalent relevant experience

Tools

Salesforce

CPQ

Jobbeschreibung

Job Summary

As an Associate Renewals Manager, you will manage and optimize the contract renewal process for a portfolio of SaaS customers. This role requires strong relationship-building skills, a customer-centric mindset, and the ability to navigate data, product insights, and value positioning to drive successful renewal outcomes. You’ll collaborate closely with Sales, Customer Success, and Revenue Operations to ensure customers recognize the value of our offering and continue their partnership with Zendesk.

Key Responsibilities

• Independently manage the full renewal lifecycle for a designated portfolio of accounts, ensuring timely, accurate, and high-retention outcomes
• Collaborate with Customer Success Managers and Account Executives to strategize renewal approaches based on customer health, usage, and satisfaction
• Proactively engage customers through scheduled check-ins and tailored outreach to reinforce value and anticipate objections
• Analyze account history and product usage data to craft compelling renewal narratives and forecast renewal risk
• Assist with quote creation, pricing validation, and contract management processes in collaboration with Legal and Finance teams
• Maintain CRM data accuracy (Salesforce) and contribute to forecasting and reporting dashboards
• Identify upsell and cross-sell opportunities and route them appropriately to Sales or CSM partners
• Continuously improve renewal workflows and contribute to the development of best practices and playbooks

Core Competencies

• Business Knowledge: Stays current on product developments and competitive positioning, effectively mapping customer use cases to Zendesk solutions—including less common products—to support renewal success.
• Relationship Management: Proactively builds trust with decision-makers, collaborates cross-functionally, and maintains regular touchpoints to strengthen the customer relationship and drive retention. Understands prompts for customer escalation and can execute quickly to gather appropriate audience.
• Communication & Conflict Resolution: Clearly communicates Zendesk’s value while managing concerns with empathy and professionalism, adapting communication style to navigate conflicts and achieve win‑win outcomes.
• Analytical Skills: Capable of interpreting basic customer data to support forecasting and decision-making, with guidance from senior team members.
• Negotiation: Understands the importance of negotiation in renewals and is learning how to communicate value, address objections, and present options aligned with customer needs.

Qualifications

• 1-2 years of experience in SaaS renewals, account management, customer success, or sales support
• Proficiency with Salesforce or similar CRM tools; CPQ experience is a plus
• Strong organizational and time management skills, with the ability to manage multiple renewals in parallel
• Excellent written and verbal communication skills
• Analytical mindset with the ability to interpret customer data and drive insights
• Bachelor’s degree or equivalent relevant experience

The Poland annualized base salary range for this position is zł155,000.00-zł233,000.00. Please note that while the salary range represents the minimum and maximum base salary rate for this position, the actual compensation offered will be based on job related capabilities, applicable experience, and other relevant factors. This position may also be eligible for bonus, benefits, or related incentives that will be communicated during the offer stage.

Our hybrid way of working enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.

We are an AA/EEO/Veterans/Disabled employer.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [e-mail] with your specific accommodation request.