Strategic CVM Leader for Scalable Renewals

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

Job summary

Confirm is seeking a proactive Customer Success professional to manage automated, data-driven renewal programs for a high-volume customer base. You will build tech-touch strategies, manage digital engagement tools, and optimize operations to lower cost while increasing lifetime value.

You will lead renewal negotiations, drive GRR and upsell targets, and coordinate with product and support teams to resolve issues before renewals come up for renewal.

Qualifications

• Experience in a B2B SaaS renewal/retention context.
• Ability to drive value for customers through proactive engagement.
• Clear, concise communication with customers and colleagues at all levels.
• Comfort with technology and internal tools to navigate platforms effectively.
• Strong analytical thinking and problem-solving to identify risks and opportunities.

Responsibilities

• Own renewal and migrations end-to-end for all accounts in your book, including forecasting, negotiation, and close.
• Deliver GRR and upsell targets; monitor progress monthly against quota.
• Identify issues early and coordinate with product/support to prevent renewal risk.
• Maintain personalised relationships at scale, understanding customer needs and retention goals.
• Promote Confirm value and services using omni-channel strategies and external tools.
• Collaborate with Product, Marketing and CS to create/use case content for scalable distribution.
• Develop CVM programs, playbooks, and workflows for high-volume segments.
• Deliver training sessions, webinars, and enablement content to support client education.

Skills

B2B SaaS experience

Renewals management

Data-driven mindset

Strong communication

Customer relationship building

Cross-functional collaboration

Job description

Confirm is seeking a proactive Customer Success professional to manage automated, data-driven renewal programs for a high-volume customer base. You will build tech-touch strategies, manage digital engagement tools, and optimize operations to lower cost while increasing lifetime value.

You will lead renewal negotiations, drive GRR and upsell targets, and coordinate with product and support teams to resolve issues before renewals come up for renewal.