=This role sits within Customer Success and is responsible for owning the end-to-end renewal process across a high-volume book of small spend accounts, with a focus on operational excellence, revenue protection, and commercial administration. This role ensures customers renew on time through structured processes, data-driven health monitoring, and coordinated internal stakeholder engagement.

Responsibilities

• Manage the full renewal cycle for a defined book of accounts, triggering and executing renewal motions based on contract timelines and ensuring accurate documentation is issued to customers.

• Monitor renewal health by acting on automated risk signals and reviewing product usage, support history, and payment behaviour ahead of each renewal.

• Maintain structured CRM records including renewal likelihood, notes, and outstanding actions to ensure accurate forecasting and pipeline visibility.

• Address commercial objections related to pricing, contract structure, or scope, managing flat renewals and downsell scenarios where appropriate.

• Partner with Customer Success and Support teams to resolve root causes of renewal risk and coordinate cross-functionally on commercial escalations.

• Contribute to the continuous improvement of renewal playbooks and automation to increase efficiency and renewal predictability across the book.

Qualifications

• 1–3+ years in customer success, renewals, account administration, support operations, or a similar customer-facing role.

• Strong ability to assess renewal risk and manage commercial conversations without a pure sales mindset.

• Excellent written communication skills with the ability to engage customers clearly and professionally during sensitive renewal moments.

• Comfortable handling objections and structured negotiation scenarios in a calm and measured manner.

• Able to interpret customer signals and data to inform renewal health assessments and forecast accuracy.

• High attention to detail, strong process discipline, and the ability to manage a high volume of accounts simultaneously.

Total Rewards

Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all. 

Some things you’ll enjoy

• Stock grant opportunities dependent on your role, employment status and location

• Additional perks and benefits based on your employment status and country

• The flexibility of remote work, including optional WeWork access