Customer Success Manager, Renewals, North America

Open Point•Vancouver, BC

13d•CA$80,000 - CA$85,000•Remote

About The Position

The Customer Success Manager, Renewals owns the operational and commercial execution of NA renewals end to end. For CSM-led accounts, the CSM owns the customer relationship and risk and agrees the renewal approach and uplift with the customer; the Customer Success Manager, Renewals then creates the contract, drives it to close, and serves as the main point of contact for procurement. For single-project and lower-touch accounts, the Customer Success Manager, Renewals can own the full renewal independently, from setting the amount through to close.

Requirements

Experience managing SaaS renewals, contracts, or commercial operations, ideally with B2B or public-sector customers.
Strong CRM discipline, with hands-on HubSpot experience including pipeline management and forecasting.
Comfort working with procurement and legal processes, security reviews, and vendor assessments.
Highly organized and proactive, able to manage a large volume of deals and keep every renewal on schedule.
Clear, plain-language communicator who can work with non-technical government stakeholders.

Responsibilities

Own the renewal contract lifecycle from CSM handover through to signature. Build the contract from the agreed terms and uplift, and chase it through close.
Independently manage renewals for single-project and lower-touch accounts end to end, including setting the renewal amount, initiating customer outreach, and closing without CSM involvement, to support future segmentation of the renewals book.
Act as the main point of contact for customer procurement teams.
Manage security reviews and engage Legal when terms, redlines, or compliance questions require it.
Own the CRM as the source of truth for renewals: maintain deals, stages, close dates, and forecasting in HubSpot.
Forecast the renewals book and report on progress, commit, and at-risk renewals.
Run a proactive renewals cadence. Meet with each CSM once or twice a month to review renewals due in the next quarter and start the process roughly three months ahead of close.
Partner with CSMs to ensure a clean commercial handover and a smooth renewal experience for the customer.