Senior Customer Success Renewal Manager

Summary

Join Smartsheet as a Senior Customer Success Renewal Manager and drive a portfolio of customer renewals for strategic accounts. You will lead executive communications, partner with account teams to develop renewal strategies, and manage renewal forecasts. This role requires strong negotiation skills, experience with SaaS contracts, and the ability to build stakeholder partnerships. You will collaborate with cross-functional teams to improve processes and mentor team members. The ideal candidate has 6+ years of experience in sales, renewal management, or customer success within SaaS. Smartsheet offers competitive compensation, benefits, and a collaborative work environment.

Requirements

• 6+ years experience of Sales, Renewal Management, Customer Success or Account Management - ideally within SaaS offerings
• Strong negotiation skills with experience driving complex financially focused, multi-component contracts to completion accurately and on time
• Demonstrated ability to influence and navigate objections to achieve win-win customer outcomes
• Familiarity with project management methodologies and the ability to use those in service of managing the renewal cycle
• Ability to plan and execute initiatives by effectively representing the team across departments, ie: implementing new processes and initiatives in a well-planned, well-documented and organized manner
• Motivated by an entrepreneurial mindset and comfortable with ambiguity
• Strong level of urgency, organization and prioritization skills
• Experience working with Salesforce or other CRM systems

Responsibilities

• Lead Executive communications with customers and serve as an extended member of the Smartsheet account team to execute a win/win strategy on all assigned contract renewals to maximize value and enhance customer experience
• Partner with the account team to fully understand and develop a clear renewal strategy for each customer based on data driven decisions and execute that strategy
• Lead Customer Success Managers and Sales partners in driving large renewal negotiations across our customer base to ensure quarterly and annual renewal numbers are met or exceeded
• Maintain and manage an accurate forecast for assigned upcoming renewals and communicate any renewal risk to your partners to develop resolution strategies
• Persuade, influence, and motivate people and collaborate with cross functional partners such as CS Leaders, Operations, Finance and Legal to identify opportunities to accelerate the contract renewal process and drive operational efficiencies
• Provide guidance on renewal strategy to increase value based renewal pricing solutions and allow for future expansion
• Lead by example in commercial negotiations with selected customers to maximize value exchange, net retention rate, and multi-year agreement structures
• Prepare proposals, including renewal rate calculations and contract preparation
• Proactively adopt new initiatives and programs as needed
• Serve as a subject matter expert and mentor to other members of the team
• Act as Renewal Management expert and brand ambassador
• Perform other duties as assigned

Preferred Qualifications

Prior experience and a proven track record of working and building robust stakeholder partnerships specifically within the Enterprise segment strongly preferred

Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Sick Time Off
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)