Renewals Manager, Mid Market

You’ll be joining Gladly’s Customer Success Management team. Our mission is to build long-term, trusted relationships with our customers by helping them realize value, drive adoption, and achieve their business goals using Gladly. We partner cross-functionally with Sales, Support, Product, and Marketing to ensure our customers receive exceptional service and see measurable results.

We’re looking for a dedicated Renewals Manager to own the renewals motion for our mid-market customer base. You’ll act as the primary point of contact for renewal-related inquiries, leading negotiations, reviewing contracts, and collaborating across teams to ensure a smooth process. Your goal is to secure renewals and minimize churn while delivering an outstanding experience to our customers.

• Manage the end-to-end renewal process for a portfolio of mid-market accounts 
• Lead negotiations using established best practices to secure favorable agreements that align with company goals
• Identify early warning signs of risk and coordinate internal efforts with Sales, Customer Success, Finance, and other departments to ensure alignment
• Document renewal activities in Slack and Salesforce and ensure data accuracy
• Communicate professionally and empathetically with customers via phone and email, maintaining high customer satisfaction throughout the renewal process

• 2+ years experience in Customer Success or Account Management, preferably in SaaS
• Demonstrated experience managing a high volume of renewals while maintaining accuracy and customer empathy
• Strong commercial acumen with experience managing and negotiating contracts
• Highly organized, detail-oriented, and able to manage multiple renewal cycles simultaneously
• Exceptional verbal and written communication skills to work effectively in a remote-first environment
• Strong teamwork and cross-functional collaboration abilities
• Familiarity with Salesforce (or equivalent CRM)