Customer Success Advisor - Renewals

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Advisor – Renewals based in United States.** We are looking for a commercially driven Customer Success professional to manage customer renewals and strengthen long-term client relationships within a fast-growing SaaS environment. In this role, you will oversee the renewal process from initial quotations through to signed agreements, while managing pricing discussions, billing inquiries, and subscription changes. You will guide customers through new usage-based pricing models, helping them understand their options and identify plans that best suit their needs. Working alongside AI-powered agents, you will focus on complex customer conversations, negotiations, retention opportunities, and exceptional service cases. You will also contribute to improving automation workflows by reviewing AI-generated interactions and providing feedback to enhance their performance. This is an exciting opportunity to combine commercial expertise, customer relationship management, and practical AI automation experience within a fully remote, international team. ### Accountabilities: - Manage the complete renewal lifecycle for self-service and mid-market customers, from preparing initial quotations to securing signed agreements across assessment and sourcing products. - Lead commercial conversations involving pricing, billing, subscription renewals, upgrades, and downgrades, ensuring all discussions align with established pricing and discount frameworks. - Guide customers through the transition to usage-based pricing, clearly explaining pricing changes, potential spending implications, and available subscription options. - Identify opportunities to retain customers by understanding their needs, addressing objections, resolving concerns, and recommending appropriate solutions. - Handle cancellation requests, billing disputes, unexpected charges, and refund inquiries in accordance with established retention and refund policies, collaborating with Finance when necessary. - Escalate complex or exceptional customer cases to management when they fall outside established guidelines. - Work alongside AI-powered customer success agents, allowing automation to manage routine renewal and billing activities while personally handling negotiations and situations requiring human judgment. - Review AI-generated communications, quotations, and customer interactions before they are shared, ensuring accuracy, consistency, and a high standard of customer experience. - Provide feedback and insights to improve AI agents, helping expand their ability to manage routine customer success activities effectively. - Maintain accurate and up-to-date customer records within the CRM and agentic customer success platform, ensuring all renewals, subscription changes, billing disputes, and interactions are properly documented. - Collaborate with colleagues across departments and international time zones to ensure smooth customer operations and consistent service delivery. - Contribute to an inclusive, supportive, and collaborative team culture while continuously improving customer success processes and workflows. ## Requirements: - Proven experience in Customer Success, Renewals, Account Management, or Sales, with a strong track record of managing renewals and commercial negotiations at scale. - Strong commercial judgment and the ability to prepare quotations, explain pricing changes, negotiate within established discount frameworks, and secure favorable customer outcomes. This is an essential requirement. - Practical experience building automations or agentic workflows using tools such as n8n, Zapier, or similar platforms. Candidates must be able to demonstrate automations they have personally developed and the results achieved. - Experience working alongside AI agents or automation tools in a customer-facing environment, with the ability to review outputs, identify errors, and improve automated workflows. Using large language models alone does not meet this requirement. - Fluency in both English and Spanish, with excellent written and verbal communication skills in both languages. - Strong customer relationship management skills, with the ability to build trust, handle objections, de-escalate difficult conversations, and successfully retain customers. - Excellent organizational and time-management skills, with the ability to manage a high volume of renewals, billing inquiries, and customer cases without overlooking important details. - Strong attention to detail and commitment to maintaining accurate CRM records and customer documentation. - Ability to communicate clearly and confidently with customers during pricing, billing, and contractual discussions. - Availability to attend customer calls during US business hours. This is a mandatory requirement. - Adaptability and resilience, with the ability to thrive in a fast-paced, remote-first environment where priorities may evolve and processes are continuously improved. - Strong learning agility and curiosity, with the ability to adopt new technologies quickly, question assumptions, verify information, and actively exchange feedback. - A collaborative and proactive mindset, with a genuine interest in contributing to an inclusive international team and supporting the organization's mission of making employment opportunities more accessible through skills-based hiring. **Nice-to-have qualifications:** - Familiarity with customer success, billing, and workflow management platforms such as Chargebee, Zendesk, HubSpot, n8n, Jira, or Confluence. - Previous experience managing SaaS subscriptions with usage-based or credit-based pricing models. - Additional experience implementing AI-powered customer service workflows or improving automated renewal processes. ## Benefits: - **Competitive compensation:** Annual salary ranging from €31,360 to €38,000. - **Equity participation:** Share Appreciation Rights (SARs), providing an opportunity to participate in the organization's long-term growth. - **Fully remote work:** Join an international, remote-first team and work from eligible locations. - **Flexible working arrangements:** Enjoy flexible hours and asynchronous collaboration to support a healthy work-life balance. - **Remote work budget:** Annual allowance of €1,000, or up to €2,000 from your first day if purchasing a laptop. - **Learning and development:** Dedicated professional development budget equivalent to 3.5% to support courses, training, and career growth. - **Career development:** Opportunities to expand your skills and progress professionally within a growing organization. - **Unlimited flexible time off:** Take the time you need to recharge and maintain your well-being. - **Parental and caregiver support:** Paid parental leave ranging from 8 to 16 weeks, alongside tailored return-to-work arrangements. - **International team culture:** Collaborate with colleagues from different countries and backgrounds in a diverse, supportive environment. - **Virtual team activities:** Participate in optional social events, leadership AMAs, and informal team conversations. - **Community groups:** Connect with colleagues through internal communities that encourage networking, professional development, and knowledge sharing. - **Innovative working environment:** Gain hands-on experience with emerging AI technologies and automation tools while contributing to the evolution of customer success operations.