Manager, Renewals

See more jobs from Returnly

over 3 years old

This job is no longer active
About Returnly

At Returnly we help merchants turn product returns into new revenue streams. We're a financial technology services company that builds award-winning products that drive repurchase behavior and customer loyalty. Backed by smart money VCs in Fintech, we are one of the most well-funded startups in the San Francisco Bay Area. Our mission is to de-risk online commerce and we’re building a team of amazingly talented people to help us do it. 

About the Role

At Returnly, we value you as a whole person. We care about the skills you bring to the table, but more importantly, we care about the kind of person you are, and the culture and attitude you bring to the table. As a renewals manager, you will play a key role in ensuring that our existing customers renew and expand their business with Returnly. You will help develop and define the playbook for escalated renewals, working closely with the customer success team to hit our retention goals each quarter.

What you'll be doing:

  • Own, drive, and lead any escalated renewal negotiations across our customer base to ensure quarterly and yearly renewal numbers are met or exceeded.
  • Review renewal contract terms and conditions to ensure company wide consistency. Negotiate and fulfill renewal changes/modifications as appropriate, and streamline contract processes within SFDC in collaboration with CS Leadership and Sales Ops. 
  • Actively engage with key customer contacts and internal CSMs to identify renewal dependencies, uncover potential roadblocks, and drive resolution to ensure on-time commitments.
  • Own an accurate rolling 90-day forecast of renewals, and fulfil growth targets in collaboration with CSMs as set by CS Leadership.
  • Identify upsell opportunities within the customer base and work with CSMs to attain company wide product adoption goals.
  • Develop a playbook for renewal engagement, maximizing revenue retention and minimizing friction/risk within customer journey.

    • You should have:

  • 5+ years of Sales / Renewals / Account Management experience within a SaaS organization (fintech or e-commerce a plus).
  • Significant experience in sales escalations, objection handling and executing against ambitious goals.
  • Min 2 years experience as a team coach/mentor, able to provide meaningful coaching and skills development in the areas of objection handling, contract negotiation, value add vs discounting, selling in a competitive marketplace, and speaking to ROI.
  • Ability to thrive in a rapidly-changing environment and are able to bring momentum and positivity to change.
  • Ability to execute on strategic initiatives, ie: implementing new processes and initiatives in a well-planned, well-documented and organized manner.
  • Basic understanding of the direct-to-consumer ecosystem including the main e-commerce platforms and Returnly’s product.
  • Experience working in retail or e-commerce (understanding of acquisition, conversion, retention)
    • Our values: 
    Diversity - We are diverse, independent thinkers and still one team with one mission. 
    Openness and empathy - We learn and grow by listening to our customers and each other. 
    Integrity - We always do what’s right for our customers, Returnly and ourselves - in that order. 
    Team - EQ is as important as IQ. We make time to help each other out. 
    Commitment - We are curious and fearless. We own risk, outcomes and everything in between.