Scaled Customer Value Manager

Confirm; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Confirm is seeking a Customer Success professional to manage automated, data-driven programs to retain, engage, and grow a high-volume customer base, reducing churn and increasing lifetime value.

You will own renewals end-to-end, deliver GRR and upsell targets, and collaborate with product, marketing, and support to optimize omni-channel engagement. This role emphasizes scalable CVM, enablement content, and measurable business outcomes.

Qualifications

• Proven experience managing renewal cycles in a B2B SaaS environment.
• Clear and efficient communication with customers and colleagues at all levels.

Responsibilities

• Own the renewal process end-to-end for a large book of business, including forecasting, negotiation, and closing.
• Deliver GRR and upsell targets across your portfolio with monthly quota tracking.
• Identify renewal risks early and coordinate with product and support to resolve issues.
• Maintain relationships at scale to understand customer needs and retention goals.
• Promote Confirm value through ongoing engagement and cross-channel content.
• Collaborate with Product, Marketing and CS to create scalable enablement content and playbooks.

Skills

B2B SaaS renewal

Strong communicator

Results driven

Tech savvy

Job description

Where ambitious people connect the dots and grow

At Confirm, we’re building what’s next in workforce enablement. We connect the dots between learning, engagement and performance, using intelligent technology, content and data to help organisations unlock the potential of their people.

We’re a growing, global team where people are trusted to make an impact, take ownership and grow. Our values are at the heart of how we work: Do the right thing, We’ve got your back and Raise the bar. We care about doing work that matters, challenging ourselves to do it better and creating an environment where people can do their best work.

Confirm is a B Corp certified business and a Platinum Investors in People organisation. We’re also proud of the recognition our work has received across the industry, including multiple Gold wins at the Learning Technologies Awards.

If you’re looking for your next challenge, want the space to make your mark and like the idea of building something ambitious with good people around you, you’ve come to the right place.

About the role

Customer Success at Confirm exists to ensure customers achieve measurable business outcomes that justify and strengthen their investment. Customer success is what drives retention. The renewal is the commercial confirmation that the customer continues to see enough value to choose Confirm again.

This person will lead automated, data-driven programs to retain, engage, and grow a high volume of customers without relying on one-on-one human management. You will build tech-touch strategies, manage digital engagement tools, and optimize operations to drive low-cost customer lifetime value.

What you will be doing

Roles and responsibilities include:

• You will take full, sole ownership of the renewal process and migrations for every account in your book of business: forecasting, negotiation, and close, ensuring all renewals close on or before the contract end date.
• Deliver your Gross Renewal Rate (GRR) and upsell targets across your portfolio. This is the primary performance measure for the role and is tracked monthly against quota.
• Proactively identify potential issues early and coordinate with product and support teams to resolve them before they put a renewal at risk.
• Maintain ongoing customer relationships personalised at scale, building deep relationships to understand their needs and establishing retention goals.
• Promote the value of the Confirm solution and services on an ongoing basis. Using external tools (eg; LinkedIn) to promote the Confirm solution.
• Partner with Product, Marketing and Customer Success to identify proven use-case content to optimise for distribution across omni-channel plays
• Execute and improve scalable CVM programs, playbooks, and workflows tailored to high-volume client segments
• Deliver training sessions, webinars, and scalable enablement content to support ongoing client education and drive product value realization
• Create and share impact reports, leveraging automation for SMB SBRs, and use every SBR to reinforce the renewal case.
• Flag cross sell opportunities (CSQLs) to the Account Management team.
• Demonstrate commercial operational excellence by using our CRM tools to track renewal pipeline, touchpoints, and accurate forecasting

Who we are looking for

The successful candidate will demonstrate:

• Proven experience in B2B SaaS: Hands-on experience managing the renewal cycle in a B2B SaaS environment, with a track record of driving value for customers by working directly with them to solve business challenges and ensure their satisfaction.
• Clear communicator: Delivers clear, efficient communication with customers and colleagues at all levels.
• Results focused: Driven to achieve targets, with a high degree of comfort with tangible goals, quota accountability, and a strong desire for success.
• Technically comfortable: Extremely comfortable with technology, with an understanding of the company's internal tools and products and the ability to navigate them successfully.
• Critical thinker: Thinks logically and analytically.
• Organised and rigorous: Excellent time management, with the ability to organise, prioritise and execute on multiple tasks, taking accountability for delivering on promises.
• Focused on innovation: A focus and passion for continuous improvement, constantly ensuring practices, approach and interactions are optimised and the best in the market.
• Adaptable: Experience working in a dynamic environment, comfortable with change, with a positive and agile mindset — asking "what can we do to make this happen?" rather than "I don't know how this would work?"

Closing date for receipt of applications is 5pm UK time on 30th October 2026.