Renewals Specialist

Summary

Join dbt Labs as their first Renewal Operations Specialist in Costa Rica and pioneer their renewal operations function. You will manage the end-to-end renewal process for commercial customers, supporting enterprise sellers with complex accounts. This role involves building new processes, identifying inefficiencies, and establishing best practices. You will manage a portfolio of accounts, ensuring high retention and customer satisfaction, collaborating with various internal teams. The position requires experience in SaaS customer service and contract renewals, strong communication and analytical skills, and proficiency in Salesforce. The company offers competitive compensation and benefits packages.

Requirements

• 3+ years of experience with customer service (sales, support, renewals) in a SaaS business
• Experience working asynchronously as part of a fully-remote, distributed team
• Proven track record handling contract renewals in a customer-facing role
• Strong understanding of SaaS/subscription-based business models
• Exceptional organizational skills and meticulous attention to detail
• Knowledge of customer success best practices and retention strategies
• Excellent communication skills for effective interaction with both customers and internal stakeholders
• Proficiency in CRM tools (particularly Salesforce) and renewal management platforms
• Strong analytical abilities with the capacity to interpret data and drive strategic decisions
• Proactive mindset with excellent problem-solving capabilities
• Customer-centric approach with a focus on retention and satisfaction
• Ability to manage multiple priorities effectively in a fast-paced environment

Responsibilities

• Own the renewal process for a segment of our commercial customers, adhering to renewal timelines and ensuring on-time renewals
• Develop and implement strategies to improve retention rates and enhance customer satisfaction
• Proactively identify and mitigate risks in your account base, working closely with operations and sales teams to address potential churn
• Exceed renewal targets through strategic planning and excellent customer relationship management
• Collaborate cross-functionally with sales, customer success, finance, and other teams to ensure smooth renewal processes
• Foster a culture of excellence built on high-performance, customer-first principles, integrity, and collaboration
• Maintain accurate forecasting and reporting for all renewals in your portfolio
• Drive continuous improvement by identifying areas for process enhancement and operational efficiency
• Create and execute quotes and order forms using Salesforce, CPQ, and other renewal management tools
• Support migrations between different pricing models (plan-based and usage-based) and create quotes for larger accounts when needed
• Help build the foundation of a new function by establishing processes and identifying inefficiencies

Preferred Qualifications

• Experience with direct renewals in a SaaS business with a track record of delivering on-time and high renewal rates
• Advanced proficiency in Salesforce and Salesforce CPQ for building and generating quotes
• Knowledge of contract management best practices
• Experience working with global customers across different regions
• Spanish language proficiency (helpful for LATAM accounts)
• Experience in helping build or scale operational functions

Benefits

• Competitive compensation packages commensurate with experience, including salary, equity, and where applicable, performance-based pay
• For employees outside the United States, dbt Labs offers a competitive benefits package