Renewal Manager, High Touch

Summary

Join Ashby as a Contract Manager for High Touch accounts and play a key role in supporting our revenue function and customer satisfaction. Manage customer renewals and advanced contract questions, collaborating closely with internal teams. Identify key stakeholders and coordinate collaboration across Customer Success, Sales, and Product to meet scaling customers’ needs at renewal. This role requires deep product knowledge to solve for expanding customer needs and negotiating complex contracts creatively. Assist mid-market companies in leveraging Ashby, identifying opportunities to enhance customer experiences. Your work directly impacts business goals, aligning with Ashby’s Operating Principles. The ideal candidate will have a strong background in sales, customer success, and renewal management, with proven ability to drive renewals and enhance customer relationships.

Requirements

Have a strong background in a combination of sales, customer success, and renewal management, with a proven ability to drive contract renewals and enhance customer relationships

Responsibilities

• Navigate pricing and negotiation discussions with empathy and tact, while upholding a high level of respect for the value of Ashby and the services we render
• Lead the renewal process with customers, ensuring timely and successful contract renewals, with terms that align to both the broader business goals and solve for the customer’s needs
• Build and maintain trust with customers, proactively addressing concerns and ensuring their subscription needs are met at time of renewal and throughout the customer lifecycle
• Manage day-to-day administrative tasks, such as customer outreach, generating order forms, and CRM maintenance
• Understand contract terminology and how to communicate these terms to customers

Preferred Qualifications

• Enjoy finding creative solutions for complex situations
• Be solutions-oriented
• Be detail-oriented
• Be adaptable
• Excel at cross-functional collaboration, leveraging the right teams and colleagues to provide a top tier experience and solution for each customer, while being respectful of other individuals time, priorities, and goals
• Have excellent communication skills over phone and email, and are able to navigate high pressure situations with ease and professionalism
• Delight in having autonomy over your schedule
• Display empathy in situations that require it
• Value transparency

Benefits

• Competitive salary and equity
• Opportunity to work with a talented and passionate team
• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items (like conferences) covered with manager approval
• Top-notch health insurance for you and your dependents with all premiums covered by us