Customer Success Manager, Contract Optimization

Rhapsody • Boston, MA

34d

About The Position

We’re seeking a strategic and customer-focused professional to join our Customer Success team as a Customer Success Manager (CSM) – Contract Optimizations. This role focuses on engaging customers currently on legacy or below-market pricing models and guiding them toward fair, sustainable agreements that align with current pricing and product value—while ensuring a positive experience and strong customer retention. The ideal candidate is an empathetic, confident negotiator who can balance commercial goals with customer trust, helping customers clearly see the value they receive from our solutions.

Requirements

• 4–8+ years of experience in Customer Success, Renewals Management, or Account Management within a SaaS or technology environment.
• Demonstrated success managing contract renewals or pricing realignments without upsell or cross-sell ownership.
• Exceptional communication, negotiation, and relationship-building skills.
• High emotional intelligence and ability to handle sensitive customer conversations with empathy and professionalism.
• Strong attention to detail, time management, and organizational skills.
• Proficiency with CRM systems (e.g., Salesforce, Gainsight, or HubSpot) and collaboration tools.

Responsibilities

• Customer Outreach & Engagement
• Proactively engage customers whose contracts are due for optimization or renewal.
• Conduct discovery conversations to understand customer usage, satisfaction, and goals before presenting new pricing options.
• Clearly communicate pricing updates and the rationale behind them in a transparent, value-based manner.
• Negotiation & Contract Management
• Lead renewal and pricing alignment discussions with customers to reach fair, mutually beneficial outcomes.
• Manage all aspects of pricing negotiation related to existing agreements, ensuring alignment with current product value and company objectives.
• Coordinate with Sales Operations and Finance to ensure accurate documentation and execution of new agreements.
• Retention & Relationship Management
• Build and maintain strong relationships with key customer stakeholders throughout the contract optimization process.
• Identify potential churn risks early and implement strategies to preserve customer satisfaction and long-term retention.
• Collaborate closely with the Account Management team to hand off any identified upsell or cross-sell opportunities—this role’s primary focus is on renewal and pricing optimization only.
• Cross-Functional Collaboration
• Partner with Account Management, Product, and Marketing teams to share customer insights, pricing feedback, and contract trends.
• Contribute to the development of communication materials and processes that improve the customer experience during pricing and renewal discussions.
• Reporting & Performance
• Track and report on renewal rates, retention outcomes, and contract optimization metrics.
• Maintain complete and accurate CRM records of all customer interactions, negotiations, and agreements.
• Provide leadership with regular feedback on customer sentiment, pricing objections, and opportunities for process improvement.

Benefits

• Meaningful work that positively impacts the lives of millions of people worldwide
• Unlimited PTO, sick time, volunteer days
• Comprehensive benefits package on day 1 (medical, dental, vision, life, disability)
• Continuous learning and development opportunities
• An innovative, inclusive, and fun work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees