Renewals Specialist

Summary

Join Grafana Labs as a Renewals Specialist and play a key role in renewing our existing customer base. You will be responsible for tracking, processing, and forecasting renewals, flagging risks to sales and account teams, and acting as a liaison between customers and the account team. This role involves partnering with sales and the Observability Architect team to execute renewal strategies and improve customer retention. Success in this position will be measured by on-time renewals, retention rate, and increased contract term length. You will have the opportunity to significantly impact the company's revenue and help shape the future of the renewals function. This is a remote-first position.

Requirements

• 2+ years of experience owning renewals or in a Customer Success, TAM or other role which influences the renewals process
• Fluent in French and/or Spanish
• Solid business knowledge - curious and keen to learn
• Strong numeracy skills
• We’re a startup so your job duties will be varied, complex, and will require strong judgment, collaboration, and leadership
• We are a remote first company so you should be comfortable and skilled at working remotely with an international team
• You will need first class written and verbal communication skills both to collaborate with a broad range our remote-first internal teams and with our worldwide customers

Responsibilities

• Be a key business partner to the Observability Architecture and Sales teams, enthusiastically renewing our existing customer accounts, which could also include upgrading them to new pricing
• Own the forecasting of renewals for the business
• Manage a 2 quarter out renewal pipeline, partnering closely with the account team and providing a seamless experience to our customers
• Self-motivated to overachieve on weekly, monthly and quarterly targets (activity, renewal attainment)
• Work with the customer success scale team to develop pre-emptive campaigns as you notice commonalities in churn requests
• Collaborate with the account teams to develop and execute renewals strategy, improve product adoption, and address churn risk in the business
• Maintain a high level of professionalism, empathy, curiosity
• Work with the team to enhance customer documentation and create internal enablement material

Benefits

• Equity
• Bonus (if applicable)