Customer Success Renewals Analyst

Summary

Join Smartsheet as a Customer Success Renewals Manager and drive a portfolio of customer renewals, ensuring a positive customer experience throughout the process. Partner with various teams to accelerate renewals and create positive outcomes. Build accurate renewal forecasts, identify and mitigate risks, and prioritize your portfolio for optimal results. This key role involves highlighting process improvement opportunities and contributing to a world-class renewal experience for our customers. The position is based in London, UK or remote and reports to the Manager, Customer Success. Smartsheet is a tech company empowering teams to manage projects and automate workflows.

Requirements

• 5+ years of Sales, Customer Success or Finance experience
• 2+ years of experience working in a software renewal role
• Strong negotiation skills with experience driving contracts to completion
• Experience analysing complex problems, developing recommended solutions, and/or managing risk
• Strong sense of urgency and efficiency in completing work within set deadlines
• Familiarity with project management methodologies and the ability to use those in service of managing the renewal cycle
• Motivated by an entrepreneurial mindset and comfortable with ambiguity
• Experience working with Salesforce (essential), Gainsight and Smartsheet (preferred)
• Understanding of the legal frameworks around SaaS renewals
• Legally eligible to work in the UK on an ongoing basis

Responsibilities

• Serve as an extended member of the Smartsheet account team to bring all assigned contract renewals to a successful conclusion
• Ensure a positive customer experience throughout all stages of the renewal process
• Partner with sales, customer success, order management, our partner organisations and senior leadership to accelerate the contract renewal process and create positive outcomes
• Build and communicate an accurate forecast for upcoming renewals
• Identify and highlight any renewal risk to your partners and work with all team members in order to develop resolution strategies
• Evaluate your portfolio to prioritise time to render the most favourable outcomes
• Highlight opportunities for process improvement
• Perform other duties as assigned

Benefits

• Employer-paid Private Medical and Dental, additional cost for family members
• Monthly contributions toward your pension
• Monthly stipend to support your work and productivity
• 25 days paid for Holiday + Bank Holidays + 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 Udemy online courses
• Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account
• Teleworking options from any registered location in the UK (role specific)