Renewals Manager, Gladly
Mid Market, Latin America - Colombia
Offers stock options
Customer service platform
Posted today
Customer service platform
201-500 employees
Posted today
Offers stock options
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- We’re looking for a dedicated Renewals Manager to own the renewals motion for our mid-market customer base
- 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)
What the job involves
- 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
- 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
Our take
Gladly is a cloud-based platform integrating multiple customer service channels into a single UI. It helps companies cater to the upward trend in personalized service by allowing them to communicate with their customers seamlessly across any channel from voice, email, messaging, chat and social media.
The rise in eCommerce has meant demand for services like Gladly is growing. To stand out, the company has focussed on building out its platform with new features. Most lately, this has included an AI and automation-driven customer service platform.
As a certified app partner to Shopify, Gladly benefits from the ability of Shopify merchants to integrate directly with its platform. The company has raised considerable funding, the latest of which supports accelerated growth on the back of releasing its unified customer service platform.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2024
$40m
LATE VC
Dec 2022
$55m
LATE VC
Total funding: $208m
Company benefits
- Stock options
- Medical, Dental, Vision and Life insurance
- Generous paid time off
- Generous paid Parental Leave
- 401K
- Flexible Spending Accounts
- Wellness and home office stipends
Company HQ
Bernal Heights, San Francisco, CA
Leadership
Dirk Kessler
(Co-Founder)They were a Senior Software Engineer at Claris and Architect for 4 years at FileMaker. They also were the Principal Engineer at Vontu. Worked at Symantec for 7 years, leaving as Distinguished Engineer. They were also an Entrepreneur in Residence at Greylock Partners.
Michael Wolfe
(Co-Founder & CPO)Current Portfolio Advisor at Point Nine Capital. They worked as a Developer at Goldman Sachs and as Director of Engineering at iPro+. Previously a VP of Engineering at Kana Communications. Co-founded Vontu and was CEO of Pipewise.
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