About the Role & Team
Are you passionate about proactively reducing churn, improving customer health, and driving retention? As a Renewal Success Specialist, you will play a critical role in analyzing customer health signals, collaborating with internal go to market teams, and implementing preemptive measures to enhance retention and improve our renewal base. This role is equally internal facing and customer facing. This role is part of our Renewals team and focuses on managing our sub $100K book of business, ensuring customers stay engaged and see long-term value in our solutions.
You thrive in a fast-paced, dynamic environment, where you wear many hats and leverage your strong organizational, analytical, and problem-solving skills to drive customer retention. If you love working with customers, identifying risks before they become churn threats, and driving proactive solutions, this role is for you!
What You’ll Do
As a Renewal Success Specialist, you will:
- Analyze customer health data to identify churn risks in the sub $100K book of business
- Categorise the risk type and brainstorm with Velocity AEs, Renewal Managers and select Emerging Enterprise CSMs to define the best course of action with their customers
- Collaborate with the same stakeholders for regular triage on unhealthy accounts - review & discuss health data during biweekly syncs
- In many circumstances, you will act as the First-Response Advocate – engage directly with at-risk customers to understand their challenges, serve as their internal advocate, and drive effective risk mitigation plans in consultation with your key stakeholders - Velocity AEs, Renewal Managers and Emerging Ent CSMs
- Monitor intervention effectiveness and provide structured feedback to internal teams on customer retention
- Work cross-functionally with internal and external stakeholders to align on objectives, foster collaboration, and drive adoption
What Makes You a Great Fit:
- Previous experience with Gainsight & Salesforce is a huge plus, along with strong analytics skills
- Strong organization, time management, and prioritization skills – you're able to manage a high volume of customers effectively
- Collaboration mindset – you thrive in cross-functional teams and enjoy working with multiple stakeholders
- Curiosity & motivation to learn – you’re eager to understand our product inside and out so you can effectively communicate its value
- Problem-solving mentality – you approach challenges with a positive attitude and embrace change in a fast-growing environment
- Candidates who are tech-savvy and comfortable with utilizing digital tools and platforms would thrive in this role
At a minimum, you need to have:
- Previous experience, 2+ years in Customer Success within a SaaS organization
- Experience managing a large customer portfolio while collaborating with multiple internal teams
- Willingness to go the extra mile with a strong work ethic and a customer centric mindset
