Renewals Manager, Mid Market

Summary

Join Gladly's Customer Success Management team as a Renewals Manager and own the renewals process for mid-market accounts. Lead negotiations, identify risks, and collaborate with various teams to ensure smooth renewals and minimize churn. Maintain high customer satisfaction through professional communication. This role requires 2+ years of experience in Customer Success or Account Management within SaaS, strong commercial acumen, and excellent communication skills. Gladly offers competitive salaries, stock options, comprehensive benefits, generous paid time off, parental leave, home office stipends, and a fully remote work environment.

Requirements

• 2+ years experience in Customer Success or Account Management, preferably in SaaS
• Demonstrated experience managing a high volume of renewals while maintaining accuracy and customer empathy
• Strong commercial acumen with experience managing and negotiating contracts
• Highly organized, detail-oriented, and able to manage multiple renewal cycles simultaneously
• Exceptional verbal and written communication skills to work effectively in a remote-first environment
• Strong teamwork and cross-functional collaboration abilities
• Familiarity with Salesforce (or equivalent CRM)

Responsibilities

• Manage the end-to-end renewal process for a portfolio of mid-market accounts
• Lead negotiations using established best practices to secure favorable agreements that align with company goals
• Identify early warning signs of risk and coordinate internal efforts with Sales, Customer Success, Finance, and other departments to ensure alignment
• Document renewal activities in Slack and Salesforce and ensure data accuracy
• Communicate professionally and empathetically with customers via phone and email, maintaining high customer satisfaction throughout the renewal process

Benefits

• Competitive salaries, stock options, and comprehensive benefits
• Generous paid time off, parental leave, and home office stipends
• A fully remote work environment with opportunities for in-person team gatherings
• A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive