Associate Renewals Manager

Zendesk, Inc.; Kraków; Hybrid; PLN 155,000 - 233,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zendesk, Inc. in Kraków is seeking an Associate Renewals Manager to own and optimize the renewal lifecycle for a portfolio of SaaS customers.

You will work with Sales, Customer Success, and Revenue Operations to articulate value, drive renewals, and recognize retention opportunities, while maintaining accurate CRM data and contributing to forecasting and dashboards.

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; ability to manage multiple renewals in parallel.
• Excellent written and verbal communication skills.
• Analytical mindset with ability to interpret customer data and drive insights.

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.

Skills

Relationship Management

Communication

Analytical Skills

Negotiation

Education

Bachelor’s degree or equivalent

Tools

Salesforce

CPQ

Job description

Job Description Experience: 1–2 years

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 offerings 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
• 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

Salary

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.

About Zendesk

The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. 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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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.

If you are based in the United States and would like more information about your EEO rights under the law

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.

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.