Customer Success jobs in United States

Renewal Manager

Corporate Profile:

We provide custom learning solutions, channel partner enablement services, and applications development. Since 1984, CGS has been delivering expert, cross-industry solutions across multiple platforms. To learn more about us, visit www.cgsinc.com.

Job Role:

As a Renewals Manager, you will play a critical role in the customer journey, ensuring strong customer retention and seamless subscription renewals. Reporting to the Program Manager – Renewals Team, you will manage relationships with a portfolio of customers, focusing on renewing software agreements, minimizing churn, and identifying opportunities for growth. This role requires a proactive and results-driven individual who can balance strategic customer interactions with the execution of renewal processes.

Responsibilities:

1. Drive customer retention by managing subscription renewals with a focus on maximizing gross retention rates and minimizing churn.
2. Develop and maintain strong customer relationships, acting as a trusted advisor to align their business goals with renewal strategies.
3. Identify customer risks and coordinate mitigation strategies to ensure renewals are completed successfully.
4. Collaborate with internal teams, including Sales and Customer Success, to create and execute renewal strategies that drive predictable and efficient outcomes.
5. Evaluate customer license usage, complete true-up requirements, and ensure renewal quotes accurately reflect customer needs.
6. Manage renewal processes with precision, including liaising with customers to secure purchase orders and complete necessary deal approvals.
7. Leverage customer analytics and metrics to inform renewal strategies and identify opportunities for upsell or cross-sell.
8. Strong documentation skills will be required.

Qualifications:

1. Proven experience in driving predictable renewals throughout the lifecycle and meeting or exceeding retention targets in a B2B SaaS or subscription-based environment.
2. Demonstrated success in managing customer relationships in roles such as Renewals Manager, Customer Success Manager, or equivalent.
3. Strong understanding of subscription go-to-market (GTM) approaches for customer success and renewals.
4. Effective communicator with strong interpersonal, negotiation, and presentation skills.
5. Self-motivated and results-oriented, with a focus on delivering exceptional customer outcomes.

Preferred Skills and Experience:

1. Experience working with technical products, particularly within DevOps, software development lifecycle, or application development environments.
2. Familiarity with Salesforce or other CRM tools for managing customer data and tracking renewal performance. Accurate Salesforce entries will be essential.
3. Ability to identify customer risks and growth opportunities, delivering strategic recommendations to internal stakeholders.
4. A proactive mindset, with the ability to balance strategic and operational responsibilities effectively.