Smartsheet is hiring a Senior Customer Success Renewal Manager to support the Customer Success Organization in driving a portfolio of customer renewals for strategic accounts. In this role, you will resolve a range of issues creatively while mitigating risk and providing a premium renewal experience.
What You'll Do
- Lead executive communications with customers and serve as an extended member of the Smartsheet account team to execute a win/win strategy on all assigned contract renewals.
- Partner with the account team to fully understand and develop a clear renewal strategy for each customer based on data driven decisions and execute that strategy.
- Lead Customer Success Managers and Sales partners in driving large renewal negotiations across our customer base to ensure quarterly and annual renewal numbers are met or exceeded.
- Maintain and manage an accurate forecast for assigned upcoming renewals and communicate any renewal risk to your partners to develop resolution strategies.
- Persuade, influence, and motivate people and collaborate with cross functional partners such as CS Leaders, Operations, Finance and Legal to identify opportunities to accelerate the contract renewal process.
- Provide guidance on renewal strategy to increase value based renewal pricing solutions and allow for future expansion.
- Lead by example in commercial negotiations with selected customers to maximize value exchange, net retention rate, and multi-year agreement structures.
- Prepare proposals, including renewal rate calculations and contract preparation.
- Proactively adopt new initiatives and programs as needed.
- Serve as a subject matter expert and mentor to other members of the team.
- Act as Renewal Management expert and brand ambassador.
What We're Looking For
- 6+ years of experience in Sales, Renewal Management, Customer Success or Account Management - ideally within SaaS offerings.
- Strong negotiation skills with experience driving complex financially focused, multi-component contracts to completion accurately and on time.
- Demonstrated ability to influence and navigate objections to achieve win/win customer outcomes.
- Familiarity with project management methodologies and the ability to use those in service of managing the renewal cycle.
- Ability to plan and execute initiatives by effectively representing the team across departments.
- Motivated by an entrepreneurial mindset and comfortable with ambiguity.
- Strong level of urgency, organization and prioritization skills.
- Experience working with Salesforce or other CRM systems.
Nice to Have
- Prior experience and a proven track record of working and building robust stakeholder partnerships specifically within the Enterprise segment strongly preferred.
Technical Stack
- Salesforce
Team & Environment
This role reports to the Director of Renewal Management.
Benefits & Compensation
- Compensation: $112,500 - $142,500 USD
- HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees.
- 401k Match (50% of your contribution up to the first 6% of your eligible pay).
- Monthly stipend to support your work and productivity.
- Flexible Time Away Program, plus Sick Time Off.
- Smartsheet-sponsored life insurance, short-term, and long-term disability plans.
- 12 paid holidays per year.
- Up to 24 weeks of Parental Leave.
- Personal paid Volunteer Day to support our community.
- Opportunities for professional growth and development including access to Udemy online courses.
- Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account.
Work Mode
This is a remote position open to candidates working from any registered location in the U.S.
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees.
