MSP Customer Success & Renewal Manager, Egnyte

• The ideal candidate has a passion for operations, a strong customer-first mindset, and experience in supporting Customer Success or Sales teams within a SaaS or MSP environment
• 3+ years of customer facing experience in Customer Success, Account Management, Renewals, or similar role within a SaaS or MSP environment
• Strong proficiency in CRM tools (e.g., Salesforce) and customer success platforms (e.g., Gainsight, Totango) as well as Zendesk
• Exceptional analytical skills with experience working in Excel or other reporting tools (e.g., Tableau, Power BI)
• Excellent communication and organizational skills, with a strong attention to detail
• Ability to manage multiple priorities and deadlines in a fast-paced environment
• Bachelor’s degree from an accredited college or university
• Experience working in a Managed Service Provider or IT services organization

Desirable

• We are seeking a motivated and detail-oriented Customer Success & Renewals Operations Specialist to support the day-to-day operations of our MSP Customer Success and Renewals team
• This role will play a critical part in ensuring smooth processes, accurate reporting, and efficient management of customer success initiatives and contract renewals
• Proactively build strong relationships with MSP partners to understand their business and how they use Egnyte, with the goal of maximizing retention and growth
• Act as a trusted advisor to ensure MSPs realize the full value of Egnyte’s services. Collaborate closely with Sales, Sales Operations, and SE teams to deliver an elevated partner experience and reduce churn risks
• Develop and implement strategies to enhance renewal rates and revenue retention in your assigned base of MSP Partners
• Handle MSP concerns, escalations, and service issues promptly and effectively. All communications—written and verbal—should be clear, concise, and professional
• Analyze customer data to provide insights into usage, adoption, and health trends
• Manage a structured communication cadence to ensure effective partner engagement and accurate renewal forecasting
• Coordinate a systematic, streamlined process for annual contract renewals aimed at increasing revenue retention and expansion while minimizing attrition and contraction
• Successfully manage at-risk renewals, driving retention outcomes
• Drive revenue expansion opportunities at the point of renewal
• Serve as a point of coordination for all customer account inquiries, ensuring they are directed to the appropriate internal teams
• Ensure adherence to Egnyte’s best practices and methodologies
• Report directly to the Manager of MSP Customer Success & Renewals