Highspot - Renewals Manager

- As a Renewals Manager supporting SMB & Commercial customers, you will play a vital role in driving customer retention and ensuring continued satisfaction with Highspot's solutions.

- You will manage the full renewal process for our customer base, collaborating closely with Sales, Customer Success, Revenue Operations and Finance to ensure seamless renewal experiences and identify opportunities to expand customer value.

What You'll Do:

- Own the Renewals Process: Manage the end-to-end renewals process for SMB & Commercial customers-ensuring timely, accurate, and customer-centric execution.

- Customer Retention: Develop and execute strategies to achieve renewal and retention targets, minimizing churn and maximizing long-term customer loyalty.

- Customer Engagement: Build trusted relationships with key SMB & Commercial stakeholders to understand their business needs, advocate for their success, and align solutions to their goals.

- Cross-Functional Collaboration: Partner with Sales, Customer Success, and Finance to streamline renewal operations and identify upsell or expansion opportunities.

- Data-Driven Insights: Leverage data from CRM and usage analytics to identify renewal risks, forecast outcomes, and proactively address customer challenges.

- Negotiation & Escalation Management: Effectively handle renewal negotiations and resolve customer issues with a focus on win-win outcomes.

- Reporting & Forecasting: Maintain accurate renewal forecasts and performance tracking in CRM tools ( Salesforce).

Your Background:

- Experience: 3-5 years in Renewals, Customer Success, or Account Management, preferably in a B2B SaaS.

- Customer Focus: Passionate about delivering exceptional customer experiences and building long-term relationships.

- Negotiation Skills: Proven ability to navigate customer conversations with confidence, empathy, and professionalism.

- Analytical Thinking: Comfortable using data to drive decisions, assess performance, and identify growth opportunities.

- Collaboration: Strong cross-functional communication skills; experience working with Sales, Customer Success, and Operations teams.

- Tools: Proficient in CRM and renewal management tools ( Salesforce, Gainsight).

- Mindset: Self-starter who thrives in a fast-paced, collaborative, and high-growth environment.