Associate Renewals Manager - SMB
About The Position
As an Associate Renewals Manager, you will own and optimize the contract renewal process for a strategic SMB book of business, managing customers with annual contract values over $100K. This role requires strong relationship-building skills, a customer-first mindset, and the ability to leverage data, product insights, and value-based positioning to drive successful renewal outcomes. You'll partner closely with Sales, Customer Success, and Revenue Operations to ensure customers continue to see value in Zendesk and choose to renew their partnership. The ideal candidate has experience managing strategic or complex renewals, understands how to navigate executive-level conversations, and can balance both commercial and relationship priorities.
Requirements
- 0-2 years of experience in SaaS renewals, account management, customer success, or sales support
- Experience working strategic or complex deals within a SaaS SMB segment (customers >$100K ARR)
- Proficiency in Salesforce or similar CRM tools; CPQ experience preferred
- Strong organizational and time management skills, with the ability to manage multiple renewals simultaneously
- Excellent written and verbal communication skills
- Analytical mindset with the ability to interpret customer data and drive insights
- Bachelor's degree or equivalent experience
Responsibilities
- Manage the full renewal lifecycle for a portfolio of high-value SMB accounts, ensuring timely, accurate, and high-retention outcomes
- Partner with Customer Success Managers and Account Executives to strategize renewal approaches based on customer health, usage, and sentiment
- 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
- Support quote creation, pricing validation, and contract management in collaboration with Legal and Finance
- Maintain CRM data accuracy in Salesforce and contribute to renewal forecasting and reporting
- Identify upsell and cross-sell opportunities, routing them appropriately to Sales or Success partners
- Contribute to ongoing process improvements, best practices, and playbook development
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Publishing Industries
Number of Employees
5,001-10,000 employees
