Customer Success Advisor, Renewals — Remote & AI-Driven

TestGorilla; United States; Remote; USD 35,000 - 42,000; Full time

Benefits offered by this job

Remote & flexible work

€1,000 annual remote budget (or up to€

€2,000 laptop stipend from day 1

3.5% L&D budget

Parental leave support

Unlimited flexible time off

Job summary

TestGorilla is hiring a Customer Success Advisor, Renewals to own renewals end-to-end across self-serve and mid-market customers. You will handle pricing and billing discussions within our framework, guide customers through plan changes, and drive migrations to usage-based pricing with support from AI agents.

You will escalate cases that fall outside standard guidelines and ensure CRM hygiene remains top-notch.

Qualifications

• Experience managing renewals and negotiations at scale in CS, Renewals, Account Management or Sales.
• Ability to quote, explain price changes and apply pricing frameworks to reach best outcomes.
• Experience building automations or agentic workflows with AI/automation tools.
• Fluent in English and Spanish for written and spoken communication.

Responsibilities

• Uphold TestGorilla's behaviours and foster an inclusive, supportive culture.
• Collaborate effectively with global colleagues across teams and time zones.
• Own renewals from first quote to signed order across self-serve and mid-market customers.
• Handle pricing and billing negotiations, upgrades, downgrades and usage-based pricing migrations.
• Manage cancellation and dispute conversations per retention and refund guidelines.
• Work with AI agents: oversee routine renewals and billing and tackle complex negotiations.
• Train agents: review outputs and provide feedback to improve routine handling.
• Maintain CRM hygiene: ensure renewals, plan changes and disputes are logged accurately.

Skills

Renewals management

Negotiation at scale

Pricing framework

AI automation familiarity

English & Spanish comms

Tools

Zendesk

HubSpot

n8n

Jira

Confluence

Job description

TestGorilla is hiring a Customer Success Advisor, Renewals to own renewals end-to-end across self-serve and mid-market customers. You will handle pricing and billing discussions within our framework, guide customers through plan changes, and drive migrations to usage-based pricing with support from AI agents.

You will escalate cases that fall outside standard guidelines and ensure CRM hygiene remains top-notch.