Renewals Specialist

Summary

Join Sumo Logic as a remote Customer Success Specialist/Renewal Specialist to drive customer retention and seamless renewals. You will manage renewal cycles, engage with customers, and identify expansion opportunities. Collaboration across teams is key to addressing challenges and enhancing customer satisfaction. The ideal candidate possesses strong communication skills, a customer-first approach, and SaaS/subscription-based business experience. This role requires managing renewals, building customer relationships, and working independently during US night shifts. A BE/BTech or BCS degree (or equivalent experience) and 5-8 years of SaaS experience (3-5 in CSS or renewals) are required.

Requirements

• BE/BTech or BCS (Degree or equivalent experience)
• Years of Experience- 5-8 years required in the Saas Industry with 3-5 years in CSS or renewals Role
• Proven track record in a customer success or account management role, ideally with experience in renewals
• Willing to work in US Shift from 6 PM IST to 3 AM IST

Responsibilities

• Monitor customer contract renewal dates and proactively reach out to clients nearing expiration
• Conduct renewal discussions, understanding customer needs and addressing any concerns
• Prepare renewal quotes and negotiate terms to achieve mutually beneficial agreements
• Identify at-risk renewals and develop targeted strategies to retain customers
• Comfortable in working in night shifts & independently
• Establish strong relationships with key customer stakeholders
• Regularly check-in with customers to assess their satisfaction and usage of the product/service
• Proactively identify potential issues and address them promptly

Preferred Qualifications

• Excellent Communication Skills
• Strong commitment to delivering exceptional customer service and exceeding expectations
• Proficiency in analyzing customer data to identify trends and opportunities
• Familiarity with CRM systems (e.g., Salesforce, Clari, Zuora, Gainsight) to manage customer interactions and track renewal progress

Benefits

This is a remote role