Sr. Customer Success Renewal Manager

Smartsheet

9h•Remote

About The Position

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday. As Senior Customer Success Renewal Manager, you will support the Customer Success Organization in driving a portfolio of customer renewals for some of our most strategic accounts. The ideal Senior Renewal Manager is an experienced professional with a full understanding of the SaaS contracting space. You will resolve a range of issues in creative ways while mitigating risk and providing a world-class renewal experience for our customers. This important role will report to our Director of Renewal Management.

Requirements

6+ years experience of Sales, Renewal Management, Customer Success or Account Management - ideally within SaaS offerings
Strong negotiation skills with experience driving complex financially focused, multi-component contracts to completion accurately and on time
Demonstrated ability to influence and navigate objections to achieve win/win customer outcomes
Prior experience and a proven track record of working and building robust stakeholder partnerships specifically within the Enterprise segment strongly preferred.
Familiarity with project management methodologies and the ability to use those in service of managing the renewal cycle
Ability to plan and execute initiatives by effectively representing the team across departments, ie: implementing new processes and initiatives in a well-planned, well-documented and organized manner
Motivated by an entrepreneurial mindset and comfortable with ambiguity
Strong level of urgency, organization and prioritization skills
Experience working with Salesforce or other CRM systems

Responsibilities

Lead Executive communications with customers and serve as an extended member of the Smartsheet account team to execute a win/win strategy on all assigned contract renewals to maximize value and enhance customer experience
Partner with the account team to fully understand and develop a clear renewal strategy for each customer based on data driven decisions and execute that strategy
Lead Customer Success Managers and Sales partners in driving large renewal negotiations across our customer base to ensure quarterly and annual renewal numbers are met or exceeded
Maintain and manage an accurate forecast for assigned upcoming renewals and communicate any renewal risk to your partners to develop resolution strategies
Persuade, influence, and motivate people and collaborate with cross functional partners such as CS Leaders, Operations, Finance and Legal to identify opportunities to accelerate the contract renewal process and drive operational efficiencies
Provide guidance on renewal strategy to increase value based renewal pricing solutions and allow for future expansion
Lead by example in commercial negotiations with selected customers to maximize value exchange, net retention rate, and multi-year agreement structures
Prepare proposals, including renewal rate calculations and contract preparation
Proactively adopt new initiatives and programs as needed
Serve as a subject matter expert and mentor to other members of the team
Act as Renewal Management expert and brand ambassador
Perform other duties as assigned

Benefits

HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Sick Time Off
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to Udemy online courses
Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)