Customer Success Advisor - Renewals

TestGorilla • Stratton, VT

11d • €31,360 - €38,000 • Remote

About The Position

The Customer Success Advisor, Renewals will manage commercial conversations and renewals for TestGorilla’s self-serve and mid-market customers across assessment and sourcing products. The role owns renewals from initial quote through signed order, handles pricing and billing discussions within established frameworks, and supports plan changes, upgrades, downgrades, and the transition to usage-based pricing. It also handles cancellations, charge disputes, and refund requests in line with retention and refund guidelines, working with Finance and escalating cases outside those guidelines to a manager.

The advisor works alongside AI agents that perform routine renewal and billing tasks, including sending notices, preparing standard quotes, gathering account and invoice history, and answering basic plan questions. The advisor reviews and corrects agent work before it reaches customers, handles negotiations and cases requiring human judgment, and shares feedback to improve the agents’ performance. Accurate CRM records are essential to maintain a shared source of truth across the team and its agents.

This is a high-volume, commercially focused role serving customers across the Americas time zones. The position is remote-first, with customer calls available during US business hours. The successful candidate will be commercially astute, organized, clear in English and Spanish, calm under pressure, and comfortable contributing to the company’s use of AI and automation.

Requirements

• Experience managing renewals and negotiations at scale in Customer Success, Renewals, Account Management, or Sales.
• Commercial acumen and the ability to quote, explain price changes, and apply a pricing and discount framework to achieve appropriate outcomes.
• Personal experience building automations or agentic workflows using n8n, Zapier, or similar; experience working alongside AI agents or automation in a customer-facing role. Using an LLM alone does not meet this requirement.
• Clear written and spoken communication in both English and Spanish; fluency in both is required.
• Ability to build customer relationships, remain calm in challenging conversations, de-escalate issues, retain customers, and manage a high volume of cases without losing track of them.
• Commitment to accurate CRM hygiene.
• Ability to thrive in a fast-paced, remote-first environment with high expectations and some ambiguity.
• Ability to learn tools quickly, ask questions, verify answers, and give and receive feedback.
• Availability for customer calls during US business hours.
• Passion for TestGorilla’s mission to help one billion people find their dream jobs.

Nice To Haves

• Familiarity with Chargebee, Zendesk, HubSpot, n8n, Jira, or Confluence.
• Experience with usage-based or credit-based SaaS pricing models.

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 for self-serve and mid-market customers across assessment and sourcing products.
• Handle pricing and billing negotiations, upgrades, downgrades, and the usage-based pricing migration within established pricing frameworks and playbooks.
• Explain pricing changes and their effect on customer spend, quote appropriate plans, and identify a plan that fits how customers use the products.
• Handle cancellation, charge-dispute, and refund conversations according to retention and refund guidelines; resolve unexpected charges and refund requests with Finance, and retain customers where possible.
• Work alongside AI agents by taking negotiations, objections, and cases that require human attention while agents handle routine renewal and billing tasks.
• Review agent communications before they reach customers, correct errors, and share feedback to improve agents’ handling of routine work.
• Maintain accurate CRM records for every renewal, plan change, and dispute in the agentic customer success platform.

Benefits

• Competitive compensation of €31,360–€38,000 per year plus Share Appreciation Rights (SARs).
• Remote work budget of €1,000 each year, or up to €2,000 from day one if purchasing a laptop.
• 3.5% learning and development budget and clear growth opportunities.
• Unlimited and flexible time off.
• Paid parental leave of 8–16 weeks and tailored return-to-work approaches.
• Flexible hours and asynchronous work.
• Fully remote work from almost anywhere in countries where TestGorilla hires.
• Optional virtual socials, AMAs, and team chats.
• Community groups supporting connection, advocacy, and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed