Customer Success Renewal Specialist

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

As Customer Success Renewal Specialist, you will support the Customer Success Organization in driving a high volume portfolio of customer renewals proactively and at scale. The ideal Renewal Specialist is an experienced professional with an understanding of the SaaS contracting space. You will resolve a range of issues in creative ways while mitigating risk and providing a world-class renewal experience for our customers.

This important role will report to our Manager of Renewal Management in Costa Rica and this role is based in San José, Costa Rica. This role has flexibility to work remotely, but will need to be able to come into the office as required for training and business needs.

• Prepare and deliver high-volume renewals while handling continual customer requests and internal queries


• Work directly with customers to negotiate the renewal, including pricing and service term discussions


• Understand and align customer’s business needs and goals to generate renewal quotes


• Ensure that renewals are closed on a timely basis


• Collaborate with Sales and Customer Success Managers on renewals strategy and plans, leveraging customer analytics and metrics


• Liaise with customers to ensure POs and order forms are accurately completed


• Maintain high levels of data quality in our CRM tool through attention to detail and comprehensive updates


• Proactively recognize issues that may impact a renewal and quickly identify resources to help resolve the issue(s)


• Work with an assigned territory of accounts and/or manage the routing and work allocation across teams using the SFDC Service Cloud case system


• Perform other duties as assigned.

You Have:

• 2+ years B2B SaaS experience; familiarity with SaaS renewal motions


• Ability to handle multiple tasks in an efficient and professional manner


• Experience working through pre-set processes, while also seeking efficiencies in improving processes


• Strong sense of urgency and efficiency in completing work within set deadlines


• Negotiation skills with experience driving contracts to completion is preferred


• Experience analyzing complex problems, developing recommended solutions, and/or managing risk


• Motivated by an entrepreneurial mindset and comfortable with ambiguity


• Comfortable working in a fast-paced and dynamic environment

• Experience working with Salesforce or other CRM systems


• Strong command of English language both oral and written (C1+ and above)

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members


• Monthly stipend to support your work and productivity


• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.


• 12 days paid Vacation + Flexible Time Away Program


• 20 weeks fully paid Maternity Leave


• 12 weeks fully paid Paternity/Adoption Leave


• Personal paid Volunteer Day to support our community


• Opportunities for professional growth and development including access to LinkedIn Learning online courses


• Company Funded Perks including a counseling membership and your own personal Smartsheet account


• Teleworking options from any registered location in Costa Rica (role specific)

Get to Know Us:

At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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