Customer Success Renewal Specialist (Remote Eligible - Costa Rica)
As Customer Success Renewal Specialist, you will support the Customer Success Organization in driving a high volume portfolio of customer renewals proactively and at scale. The ideal Renewal Specialist is an experienced professional with an 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 role will report to our Sr.
Manager of Renewal Management in Costa Rica and this role is based in San José, Costa Rica. This role has flexibility to work remotely, but will need to be able to come into the office as required for training and business needs.
You Will:
Prepare and deliver high-volume renewals while handling continual customer requests and internal queries
Work directly with customers to negotiate the renewal, including pricing and service term discussions
Understand and align customer’s business needs and goals to generate renewal quotes
Ensure that renewals are closed on a timely basis
Collaborate with Sales and Customer Success Managers on renewals strategy and plans, leveraging customer analytics and metrics
Liaise with customers to ensure POs and order forms are accurately completed
Maintain high levels of data quality in our CRM tool through attention to detail and comprehensive updates
Proactively recognize issues that may impact a renewal and quickly identify resources to help resolve the issue(s)
Work with an assigned territory of accounts and/or manage the routing and work allocation across teams using the SFDC Service Cloud case system
Perform other duties as assigned.
You Have:
2+ years B2B SaaS experience; familiarity with SaaS renewal motions
Ability to handle multiple tasks in an efficient and professional manner
Experience working through pre-set processes, while also seeking efficiencies in improving processes
Strong sense of urgency and efficiency in completing work within set deadlines
Negotiation skills with experience driving contracts to completion is preferred
Experience analyzing complex problems, developing recommended solutions, and/or managing risk
Motivated by an entrepreneurial mindset and comfortable with ambiguity
Comfortable working in a fast-paced and dynamic environment
Experience working with Salesforce or other CRM systems\
Strong command of English language both oral and written (C1+ and above)
Perks & Benefits:
Fully paid Health & Life insurance for full-time employees and family members
Monthly stipend to support your work and productivity
Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
12 days paid Vacation + Flexible Time Away Program
20 weeks fully paid Maternity Leave
12 weeks fully paid Paternity/Adoption Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to LinkedIn Learning online courses
Company Funded Perks including a counseling membership and your own personal Smartsheet account
Teleworking options from any registered location in Costa Rica (role specific)