Renewal Specialist, Klaviyo

• Experience: 2–5 years in renewals, account management, customer success, sales support, or another customer-facing role, preferably within enterprise software or SaaS
• Collaboration & Communication: Strong interpersonal, written, and verbal communication skills with the ability to build effective working relationships internally and externally
• Organization & Time Management: Ability to manage multiple priorities and deadlines in a fast-paced environment with strong attention to detail
• Problem Solving: Ability to identify customer challenges, think critically, and collaborate on solutions to support successful renewal outcomes
• Analytical Mindset: Comfortable leveraging customer data, reporting, and CRM systems to manage renewals and identify risks or opportunities
• Technical Acumen: Proficiency in CRM tools (Salesforce, Gainsight, etc.) and other customer management systems preferred

Desirable

• The global renewals team at Klaviyo focuses on retaining and expanding customer relationships by ensuring clients continue to see value in Klaviyo's platform
• The team works closely with Customer Success, Sales, and other GTM teams to drive retention, reduce churn, and maximize renewal rates
• The Renewal Specialist will own and drive timely renewals for contracted Klaviyo customers (Commercial/SMB market)
• They partner with Customer Success and Growth teams to manage renewals, support upsell opportunities, and ensure a seamless customer experience throughout the renewal cycle
• They thrive in a fast-paced environment, ensuring smooth execution through strong organization and cross-functional collaboration
• The Renewal Specialist is responsible for managing a portfolio of customer renewals, supporting retention efforts, and helping customers continue to realize value from Klaviyo’s platform
• This individual will engage with customer stakeholders, collaborate across internal teams, and contribute to operational excellence within the renewals function
• Renewal Management – Manage the end-to-end execution of customer renewals (Commercial / SMB), ensuring timely contract completion and supporting customer retention goals
• Customer Relationship Management – Build and maintain relationships with customer stakeholders, providing a positive and professional renewal experience while addressing customer questions and concerns
• Cross-Functional Collaboration – Partner closely with Customer Success, Sales, Finance, Legal, and other internal teams to support renewal execution and identify potential growth opportunities
• Risk Identification & Retention Support – Monitor customer renewal activity and proactively identify risks to renewal success, escalating concerns and partnering with internal stakeholders on retention efforts
• Forecasting & Pipeline Management – Maintain accurate renewal forecasts, pipeline tracking, and CRM hygiene to support business visibility and planning
• Process Execution & Operational Excellence – Follow established renewal processes and contribute feedback and ideas to improve efficiency, scalability, and customer experience
• Negotiation & Commercial Support – Support renewal discussions and pricing conversations within established guidelines to help drive mutually beneficial outcomes
• Customer Advocacy – Act as a customer advocate internally, ensuring customer needs and feedback are communicated effectively across teams