Renewal Manager, SMB - Americas

Ashby•San Francisco, CA

51d

About The Position

As an Ashby Contract Manager for Startup accounts, you will play a key role in supporting our revenue function and customer satisfaction with customers who are up to 100 employees. You will manage annual customer renewals, month-to-month customer subscriptions, contract questions, and will collaborate closely with a number of internal teams across Ashby's largest customer segment. As a trusted guide to quickly growing and steady-state startups, you will need to secure early customer loyalty, guide non-recruiting personas through the renewal process, and provide hands-on assistance to customers. Attention to detail on a high volume of accounts will be essential, with an agile approach to secure continuing customers swiftly and solve for these smaller businesses creatively. With a focus on helping small startups begin to meaningfully grow their businesses, you will identify opportunities to support these businesses and identify high growth accounts. Your work as a Contract Manager directly impacts our broader business goals, with Ashby's Operating Principles woven into our processes. This position requires expertise in core contract management competencies: Navigating pricing and negotiation discussions with empathy and tact, while upholding a high level of respect for the value of Ashby and the services we render Leading the renewal process with customers , ensuring timely and successful contract renewals, with terms that align to both the broader business goals and solve for the customer's needs Building and maintaining trust with customers , proactively addressing concerns and ensuring their subscription needs are met at time of renewal and throughout the customer lifecycle Managing day-to-day administrative tasks , such as customer outreach, generating order forms, and CRM maintenance Understanding contract terminology and how to communicate these terms to customers Our ideal candidate will have a strong background in a combination of sales, customer success, and renewal management, with a proven ability to drive contract renewals and enhance customer relationships. In this role, you will work closely with our customers to ensure they receive maximum value from our offerings, ultimately contributing to customer retention and satisfaction. You will work in partnership with Sales and Customer Success to ensure that the right resources are engaged to maximize customer growth, driving expansion and renewal. Ashby takes tremendous pride in our software; as such, we encourage all employees to have rich product knowledge. While the scope of your role does not require technical product aptitude, we will empower you with product knowledge to ensure you're well-positioned for customer conversations (e.g. should tech stack pricing efficiency surface in a renewal, you are comfortable communicating our differentiators).

Requirements

You enjoy finding creative solutions for complex situations - this in turn will allow you to successfully solve for both the customer and Ashby
You are solutions-oriented - there is a solution to every problem or challenge we may face in Contracts
You are detail-oriented - we work across many different systems, with fact-checking and record-keeping a paramount priority for this contracts role
You are adaptable - you are able to be continuously learning and applying these learnings to your daily work
You excel at cross-functional collaboration , leveraging the right teams and colleagues to provide a top tier experience and solution for each customer, while being respectful of other individuals time, priorities, and goals
You have excellent communication skills over phone and email, and are able to navigate high pressure situations with ease and professionalism (strong public speaking skills translate well to this role)
You delight in having autonomy over your schedule — there is a high level of accountability at Ashby, and we rely on you to complete your work; while all of your work will be visible to the entire company, you will be responsible for managing your time
You display empathy in situations that require it - you understand where our customers are coming from and strive to find a solution accordingly
You value transparency - there is clarity and honesty in every step of our renewal process, and within Ashby as a company
Our ideal candidate will have a strong background in a combination of sales, customer success, and renewal management, with a proven ability to drive contract renewals and enhance customer relationships.

Responsibilities

Navigating pricing and negotiation discussions with empathy and tact, while upholding a high level of respect for the value of Ashby and the services we render
Leading the renewal process with customers , ensuring timely and successful contract renewals, with terms that align to both the broader business goals and solve for the customer's needs
Building and maintaining trust with customers , proactively addressing concerns and ensuring their subscription needs are met at time of renewal and throughout the customer lifecycle
Managing day-to-day administrative tasks , such as customer outreach, generating order forms, and CRM maintenance
Understanding contract terminology and how to communicate these terms to customers

Benefits

Competitive salary and equity.
Opportunity to work with a talented and passionate team.
10-year exercise window for stock options.
You shouldn't feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
Unlimited PTO with four weeks recommended per year.
Expect “Vacation?” in our one-on-one agenda until you start taking it!
Twelve weeks of fully paid family leave in the US.
We plan to expand this to employees in other countries as situations arise.
Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
$100/month education budget with more expensive items (like conferences) covered with manager approval.
If you're in the US, top-notch health insurance for you and your dependents with all premiums covered by us.
Ashby's success hinges on hiring great people and creating an environment where we can be happy, feel challenged, and do our best work. We're being deliberate about building that environment from the ground up. I hope that excites you enough to apply.