Scaled Customer Value Manager

Confirm•Remote,

About The Position

Customer Success at Confirm helps customers achieve measurable business outcomes that justify and strengthen their investment, driving retention. The Scaled Customer Value Manager leads automated, data-driven programs to retain, engage, and grow a high volume of customers without relying on one-to-one human management. The role builds tech-touch strategies, manages digital engagement tools, and optimizes operations to drive low-cost customer lifetime value. The successful candidate owns renewals and migrations across their portfolio, delivers gross renewal and upsell targets, and works across Product, Support, Marketing, Customer Success, and Account Management. They use scalable programs, playbooks, workflows, training, webinars, enablement content, impact reports, and CRM tools to support customer education, product value realization, retention, and renewal.

Requirements

Hands-on experience managing the renewal cycle in a B2B SaaS environment.
A track record of driving customer value by working directly with customers to solve business challenges and ensure satisfaction.
Clear, efficient communication with customers and colleagues at all levels.
Comfort working toward tangible goals, quota accountability, and targets, with a strong desire for success.
Strong comfort with technology and the ability to understand and navigate company tools and products.
Logical and analytical thinking.
Excellent time management and the ability to organize, prioritize, and execute multiple tasks while taking accountability for commitments.
A focus on continuous improvement and optimizing practices, approaches, and interactions.
Experience working in a dynamic environment and a positive, agile mindset that is comfortable with change.

Responsibilities

Own the renewal process and migrations for every account in the assigned book of business, including forecasting, negotiation, and close; ensure renewals close on or before contract end dates.
Deliver gross renewal rate (GRR) and upsell targets across the portfolio, tracked monthly against quota.
Identify potential issues early and coordinate with Product and Support teams to resolve them before they put renewals at risk.
Maintain customer relationships personalized at scale, understand customer needs, and establish retention goals.
Promote the value of Confirm's solution and services on an ongoing basis, including through external tools such as LinkedIn.
Partner with Product, Marketing, and Customer Success to identify proven use-case content and optimize it for omni-channel distribution.
Execute and improve scalable customer value management programs, playbooks, and workflows for high-volume client segments.
Deliver training sessions, webinars, and scalable enablement content to educate clients and drive product value realization.
Create and share impact reports, leverage automation for SMB SBRs, and use each SBR to reinforce the renewal case.
Flag cross-sell opportunities (CSQLs) to the Account Management team.
Use CRM tools to track the renewal pipeline and customer touchpoints and maintain accurate forecasts.