Responsibilities
- Own the full renewal lifecycle for a portfolio of 200–300 customer accounts under $20k ARR, from 90-day outreach through close
- Design and operate AI-assisted outreach workflows using tools such as Claude, Gainsight, Apollo, and Salesforce to manage a high-volume book efficiently and at scale
- Engage customers in both English and French throughout the renewal process, maintaining a consistent cadence at 90, 60, and 30 days before each renewal date
- Maintain accurate renewal forecasts and pipeline visibility in Salesforce, and provide regular updates to leadership on at-risk accounts, GRR, and NRR trends
- Proactively identify at-risk accounts and develop action plans to reduce churn and contraction
- Surface expansion signals within the low-touch book and route qualified opportunities to the Strategic AE / SAE team
- Collaborate with Accounting to ensure all renewal opportunities are complete and accurate in SFDC
- Partner with RevOps and Data teams on pipeline reporting, process automation, and renewal opportunity completeness
- Continuously document, refine, and improve renewal workflows to increase efficiency and reduce manual effort
Requirements
- 2–3 years of experience in renewals, account management, customer success, or a similar customer-facing role
- French language proficiency — comfortable managing customer conversations in both French and English (written and verbal)
- Demonstrated experience using AI tools (e.g., Claude, ChatGPT, or equivalent) to automate workflows, communications, or processes
- Salesforce CRM experience and strong spreadsheet proficiency (Excel or Google Sheets)
- Comfortable negotiating contracts and managing procurement conversations in a high-volume, transactional environment
- Previous experience in a startup, high-growth tech company, or fast-paced environment
Nice to Have
- Experience with Gainsight or a similar Customer Success platform (strongly preferred)
- Experience with Apollo or outreach sequencing tools (preferred)
Additional Information
- Must be proficient in both French and English (written and verbal)
