Description
As an Associate Renewals Manager, you will manage and optimize the contract renewal process for a portfolio of SaaS customers.
This role requires strong relationship-building skills, a customer-centric mindset, and the ability to navigate data, product insights, and value positioning to drive successful renewal outcomes.
You’ll collaborate closely with Sales, Customer Success, and Revenue Operations to ensure customers recognize the value of our offerings and continue their partnership with Zendesk.
Key Responsibilities:
- Independently manage the full renewal lifecycle for a designated portfolio of accounts, ensuring timely, accurate, and high-retention outcomes
- Collaborate with Customer Success Managers and Account Executives to strategize renewal approaches based on customer health, usage, and satisfaction
- Proactively engage customers through scheduled check-ins and tailored outreach to reinforce value and anticipate objections
- Analyze account history and product usage data to craft compelling renewal narratives and forecast renewal risk
- Assist with quote creation, pricing validation, and contract management processes in collaboration with Legal and Finance teams
- Maintain CRM data accuracy (Salesforce) and contribute to forecasting and reporting dashboards
- Identify upsell and cross-sell opportunities and route them appropriately to Sales or CSM partners
- Continuously improve renewal workflows and contribute to the development of best practices and playbooks.
Core Competencies:
- Business Knowledge: Stays current on product developments and competitive positioning, effectively mapping customer use cases to Zendesk solutions,including less common products,to support renewal success.
- Relationship Management: Proactively builds trust with decision-makers, collaborates cross-functionally, and maintains regular touchpoints to strengthen the customer relationship and drive retention.
- Communication & Conflict Resolution: Clearly communicates Zendesk’s value while managing concerns with empathy and professionalism, adapting communication style to navigate conflicts and achieve win-win outcomes.
- Analytical Skills: Capable of interpreting basic customer data to support forecasting and decision-making, with guidance from senior team members.
- Negotiation: Understands the importance of negotiation in renewals and is learning how to communicate value, address objections, and present options aligned with customer needs.
Qualifications:
- 1–2 years of experience in SaaS renewals, account management, customer success, or sales support
- Proficiency with Salesforce or similar CRM tools; CPQ experience is a plus
- Strong organizational and time management skills, with the ability to manage multiple renewals in parallel
- Excellent written and verbal communication skills
- Analytical mindset with the ability to interpret customer data and drive insights
- Bachelor’s degree or equivalent relevant experience
The Poland annualized base salary range for this position is zł155,000.00-zł233,000.00.