Smartsheet
Customer Success Renewal Manager
Modern work management platform
Sales and customer success
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why Smartsheet
Smartsheet (NYSE: SMAR) is the enterprise work management platform. By aligning people and technology so organizations can move faster and drive innovation, Smartsheet enables its millions of users to achieve more. Visit www.smartsheet.com to learn more.
Backed by enterprise-grade security, Smartsheet is used by more than 75% of the companies in the Fortune 500 to implement, manage, and automate processes across a broad array of departments and use cases.
About the role
As Customer Success Renewal Manager, you will support the Customer Success Organisation in driving a portfolio of customer renewals. The ideal Renewal Manager is an experienced professional with a full understanding of the SaaS contracting space. You will resolve a range of issues in creative ways while mitigating risk and providing a world-class renewal experience for our customers. This important role will report to our Manager of Customer Success and is based in Australia.
**You Will: **
- Serve as an extended member of the Smartsheet account team to bring all assigned contract renewals to a successful conclusion
- Ensure a positive customer experience throughout all stages of the renewal process
- Partner with sales, customer success, order management, and senior leadership to accelerate the contract renewal process and create positive outcomes
- Build and communicate an accurate forecast on upcoming renewals
- Identify and highlight any renewal risk to your partners and work with all team members to order to develop resolution strategies
- Evaluate your portfolio to prioritise time to render the most favourable outcomes
- Highlight opportunities for process improvement
- Perform other duties as assigned
You Have
- 4+ years of Sales, Customer Success or Finance experience
- Negotiation skills with experience driving contracts to completion
- Experience analysing complex problems, developing recommended solutions, and/or managing risk
- Familiarity with project management methodologies and the ability to use those in service of managing the renewal cycle
- Motivated by an entrepreneurial mindset and comfortable with ambiguity
- Experience working with Salesforce and Smartsheet
What you'll be responsible for
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
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Adoption and Success Management
Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice
- 🤝
Relationship Building
Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🤓
Learning agility
Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
