Manage employee wellness programs, optimizing interconnectivity with benefits. Collaborate with global teams to enhance PayPal's employee value proposition.
About the role
- Renewals Manager at ScalePad managing renewals, customer relationships, and retention strategies. Focused on driving customer success and growth in a fast-paced SaaS environment.
Responsibilities
- Manage Renewals Pipeline: Own and drive the renewals process for a portfolio of customers, ensuring timely and efficient contract renewals.
- Customer Relationship Management: Develop strong relationships with key stakeholders within customer organizations to ensure satisfaction, mitigate risks, and identify opportunities for upsell and cross-sell.
- Retention Strategy: Work closely with the Customer Success, Adoption Services, and Account Management teams to identify at-risk accounts and create tailored strategies to improve retention and reduce churn.
- Contract Negotiation: Collaborate with customers to negotiate renewal terms, pricing, and any necessary adjustments to contracts.
- Customer Advocacy: Act as a voice for the customer within the organization, ensuring that customer feedback is communicated to product and leadership teams for continuous improvement.
- Reporting & Analysis: Track and report on key metrics related to renewals, including renewal rates, revenue retention, and customer satisfaction. Provide insights to leadership on trends and potential risks.
- Cross-Functional Collaboration: Partner with Account Management, Customer Success, and Finance teams to ensure seamless renewal processes and timely execution of contracts.
- Onboarding & Training: Work with the Adoption Services team to ensure customers are fully onboarded, maximizing the value they get from the product to increase the likelihood of renewal.
Requirements
- 2+ years of experience in customer success, account management, or renewals within a B2B SaaS environment
- Proven track record of managing renewals and achieving high customer retention rates
- Strong communication, negotiation, and interpersonal skills
- Ability to work cross-functionally and collaborate with various teams (Account Management, Product, Support, Finance)
- Analytical mindset with the ability to interpret data and trends to inform decision-making
- Familiarity with CRM software (e.g., Salesforce, HubSpot) and Success Solutions (e.g. Gainsight)
- Detail-oriented, organized, and able to handle multiple priorities in a fast-paced environment
Benefits
- Employee Stock Ownership Plan (ESOP) and RRSP matching
- Structured mentorship with founders and senior leaders
- Annual professional development budget
- Monthly stipend for hybrid or remote work environment
- 100% employer-paid benefits
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