Our Customer Success Manager is responsible for the accurate, timely, and efficient execution of renewal transactions. This role supports revenue retention through disciplined process management and automation adoption, leading to both revenue retention and new revenue opportunities. You will liaise between our customers and cross-functional internal teams to improve the customer experience and internal execution. You will be responsible for on-time renewals, forecasting and negotiations. Our ideal candidate is able to identify needs, communicate effectively, and drive process improvement.

Responsibilities

• Craft effective strategies for customer retention and negotiate and secure renewal agreements
• Forecast and track key account metrics (e.g. quarterly retention)
• Manage customer escalations and at-risk scenarios by driving cross-functional resolution with appropriate stakeholders
• Own end-to-end processing of assigned renewal opportunities, including the delivery of quotes in alignment with pricing guidelines
• Collaborate with Legal team on amendments where appropriate
• Drive timely customer acceptance prior to expiration dates