Customer Success Advisor - Renewals

TestGorilla; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

TestGorilla is seeking a Customer Success Advisor, Renewals, to manage renewals from initial quote to signed order and lead pricing conversations within our discount framework. You will guide customers through plan changes across our assessment and sourcing products and support migration to usage‑based pricing using our playbook.

This high‑volume role requires commercial acumen, strong communication, and the ability to collaborate with AI agents to automate routine tasks while maintaining a

Qualifications

• Commercially astute with strong business sense.
• Organised and able to manage multiple renewals simultaneously.
• Excellent communication skills with internal and external stakeholders.
• Calm under pressure and capable of handling objections.

Responsibilities

• Run renewals from first quote to signed order.
• Handle pricing and billing conversations within framework.
• Guide customers through plan changes, upgrades and downgrades.
• Explain migration to usage‑based pricing and land the right plan.

Skills

Commercial acuity

Organisation

Communication

Negotiation

Job description

Where do we hire from? Find out at hiring at TestGorilla. Please note that we are only hiring from people working in the Americas timezones for this role. Hi there, I'm Josh Lipner, Manager, Account Management at TestGorilla. We're excited to share more about the Customer Success Advisor, Renewals role and our team.

About TestGorilla

At TestGorilla, we’re on a mission to place 1 billion people in their dream jobs. To democratize opportunity, we are building the world’s leading skills-based talent discovery platform - one that replaces reliance on resumes with scientific validation of what people can truly do. Founded as a 100% remote company in 2020, our global team is united by high standards, a lot of heart, and a relentless drive to conquer new technological frontiers. We are AI-fluent builders who care deeply about replacing bias with fairness. After empowering thousands of companies to hire smarter and faster, we are now unlocking the next phase of our scale-up journey - where you’ll play an instrumental role in creating a world where skills matter most!

About the role

As our Customer Success Advisor, Renewals, you'll run the commercial conversations that keep our customers with us. You'll take renewals from first quote to signed order, handle pricing and billing conversations within our pricing and discount framework, and guide customers through plan changes, upgrades and downgrades across our assessment and sourcing products. You'll also take customers through the commercial side of our migration to usage-based pricing: explaining what changes, what it means for their spend, and landing the right plan for them using our migration playbook. When a customer wants to cancel or disputes a charge, you'll work the conversation through our retention and refund guidelines, and bring in your manager when a case sits outside them. You'll work with AI agents as part of your day. They handle the routine end of renewals and billing: sending notices, preparing standard quotes, gathering account and invoice history, and answering simple plan questions. That frees you to spend your time on the conversations that need a person: negotiating within the framework, handling objections, and resolving the cases that don't fit a standard answer. You'll check their work before it reaches customers, step in when a case needs you, and share what you learn so they get better at the routine work over time. This is a high-volume role with a commercial edge. You'll run a steady pipeline of renewals and commercial cases across our self-serve and mid-market customers. We're looking for someone who is commercially astute, organised, a great communicator and calm under pressure, and who is excited and able to contribute to our AI journey: automating the repeatable and humanising the exceptional.

Responsibilities

• Uphold TestGorilla's behaviours and foster an inclusive, supportive culture.
• Collaborate effectively w