Renewal Success Manager (West)

Cellebrite

3d•Hybrid

About The Position

The Renewal Success Manager (RSM) is responsible for driving customer value, satisfaction, and retention across Cellebrite’s State and Local Government (SLG) accounts. This hybrid role combines proactive relationship management and solution adoption with direct accountability for renewals and expansion. The RSM carries a renewal quota and is a key partner to both customers and internal teams. This position benefits from a strong technical background and hands-on experience in law enforcement or digital forensics.

Requirements

3+ years’ experience in Customer Success, Account Management, or Sales roles (preferably in SaaS, digital intelligence, or public sector).
Direct experience in law enforcement, digital forensics, or investigative technology (preferred).
Proven track record of meeting or exceeding renewal or sales quotas.
Strong technical acumen with the ability to advise on solution usage, workflows, and integrations.
Strong relationship-building and communication skills; comfortable engaging with both operational and executive stakeholders.
Experience with Salesforce and related sales tools.
Analytical and data-driven, with the ability to identify risks and opportunities through customer metrics.
Motivated self-starter, resourceful, and highly accountable.
Bachelor’s degree or equivalent work experience.
Hybrid work model

Responsibilities

Serve as the primary post-sale point of contact for SLG customers, ensuring successful onboarding, adoption, and ongoing value realization.
In partnership with the account team, host regular business reviews and check-ins to understand customer goals, share best practices, and identify opportunities for deeper engagement.
Leverage technical expertise to guide customers in advanced solution usage, workflow optimization, and integration with investigative processes.
Monitor customer health using data-driven insights (usage, support trends, satisfaction scores) and proactively address risks.
Advocate for customers internally, capturing feedback and collaborating with product, support, and sales teams to resolve issues and drive improvements.
Own the end-to-end renewal process for assigned accounts, including early engagement, negotiation, and closing.
Manage and progress all renewal opportunities in Salesforce, and log all expansion leads in Gainsight to ensuring accurate pipeline management and documentation.
Lead and participate in regular forecast calls, providing updates on renewal pipeline, deal status, and risk/opportunity assessments.
Drive the procurement process by coordinating with customer stakeholders, internal legal/finance teams, and ensuring timely completion of all required documentation.
Identify and qualify upsell and cross-sell opportunities, partnering with new business sales as appropriate.
Develop and execute account strategies to maximize retention and growth.
Consistently meet or exceed renewal quota and related sales objectives.
Ensure timely and accurate forecasting of renewal and expansion revenue.
Work closely with sales, operations, finance, legal, and technical teams to deliver a seamless customer experience.
Maintain detailed account records and activities in Salesforce.com.
Share customer insights and trends with leadership to inform strategy and product development.
Provide technical guidance on Cellebrite solutions, including advanced features, integrations, and best practices for digital investigations.
Stay current on trends and challenges in digital forensics, public safety, and investigative workflows.
Act as a subject matter expert for law enforcement and digital forensics use cases, supporting customers in maximizing solution value.