Renewals Specialist, Customer.io
$75k
+ Bonus
Automated marketing messaging platform
Job no longer available
Automated marketing messaging platform
201-500 employees
Job no longer available
$75k
+ Bonus
201-500 employees
Company mission
To empower marketers to create thoughtful messages.
Role
Who you are
- You’re curious and enjoy learning about different businesses and industries
- You have some experience in a sales/commercial background with negotiation skills
- You are detail-oriented and thorough in your work
- You’ve got a thirst for knowledge, and are keen to understand our app
- You enjoy working with numbers. We don't need a math whiz - we have plenty of tools to help you! But you'll be doing lots of negotiating and bouncing ideas around with customers and the team
- Teamwork is a strength of yours. You'll work closely with the Success Team and the Billing Team, both as a supporter and the person being supported
- You have a growth mindset - our ideal scenario is to get some level of growth in each renewal
- You’re calm under stress and not easily rattled
- You enjoy solving problems independently but aren’t afraid to ask for help or collaboration when you need to
- You’ve worked in a company handling renewals or contracts before
- You have a background in SaaS
- You have experience collaborating with other teams to achieve your goals
- You’re opinionated about customer experience for a business and in general. To give renewal advice to customers, you should have well-formed opinions!
- You aren’t afraid to present new process ideas internally that create a better customer experience
- You are located in the Eastern or Central US time zones
- Bonus points: You can speak a second language
What the job involves
- As a Renewal Specialist at Customer.io, you’ll act as the project manager and closer for the successful renewal of accounts, and an internal guru for all things Premium contract-based
- You will perform discovery calls with customers, uncover pain points, and overcome these challenges
- Tasked with making sure that all of our Premium customers are on the right plan for their needs, you’ll collaborate with Customer Success for each account as you work on growing contract values year-on-year
- Keep a rolling 120-day forecast of your assigned renewals, including an up-to-date Risk Assessment on accounts
- Start initial renewal conversations at the 90-day mark
- Work with CSMs to identify account risk, work together to unblock challenges, and ease customers through their renewal
- Reviewing customer usage over the prior year to make recommendations on new plan limits. This consists of not just pricing new contracts, but being able to speak to their profile and message usage in detail
- Negotiate renewals with a target of 110% ARR
- Being a sounding board for the customers that you are working with on their renewals; you don't need to solve their problems, but you should feel confident taking their feedback and passing it back to their CSM
- Being familiar with our Product Roadmap so that you can get customers excited about their next 12 months with us
- Create proposals/quotes for renewals and present them to customers, taking them through to a closed contract
- Working closely with our Billing team to ensure that pricing and plan details are internally set up for success
Application process
- Apply at the link below and tell us why you're interested in the position! We plan to respond to all applicants with a status update about your application
- 30-minute video call with a Recruiter
- 45-minute video call with the Hiring Manager
- Take Home Assignment
- Assignment Review Call with two potential team members
Our take
Many businesses struggle with achieving their marketing goals because they send impersonal messages that fail to engage potential customers effectively. Customer.io aims to change this by offering a marketing automation tool that enables companies to send highly targeted messages to specific audiences, enhancing both retention and conversion rates.
Customer.io sets itself apart from competitors like Klaviyo and Braze by leveraging real-time behavioural data and advanced segmentation, This allows marketers to target individuals based on personal attributes and web history, making their messages more relevant and impactful.
In January 2022, Customer.io expanded its offerings by launching a mobile software development kit for iOS and Android and introducing new integrations with major data warehouse providers, such as Amazon Redshift and Google BigQuery. Following a successful funding round, the company is on its way to accelerating product innovation and expanding its team, aiming for continuous growth and success in the future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
104% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2021
$5m
SEED
Mar 2017
$3.4m
SEED
Total funding: $9.9m
Company benefits
- Health & Wellness: We pay 100% medical, dental, vision, and supplemental insurance premiums for you AND your family
- Health Lifestyle Reimbursement: Up to $1,500 USD annually to be used for your healthy living needs, including gym membership, exercise equipment, and health applications
- Unlimited PTO: We recommend about 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
- 16 Weeks Paid Parental Leave: For birth, adoption, or foster care
- 401k Retirement Matching: up to 5% dollar-for-dollar match to retirement contributions
- Home Office Set Up: Up to $1,500 USD to help you get your home office set up, so you can do your best work
- Remote Work Stipend: $250 USD per month allowance to cover the costs of internet, cell phone plans, and other remote work costs
- Co-Working Space Reimbursement: Up to $300 USD per month for those times you’d prefer to work in a co-working environment
- Professional Development Budget: Up to $2,000 USD reimbursement per year to use on conferences, books, and seminars that help you develop your skills professionally
- One Month Paid Sabbatical: After five years to treat yourself to a vacation, or spend however you choose
- Company travel: Opportunities to meet in-person with your peers
Company HQ
Nob Hill, Portland, OR
Leadership
Colin Nederkoorn
(Co-Founder & CEO)Extensive experience in Product Management. Most recently, they were Product Manager at LendingTree for 1 year and then Head of Product at ChallengePost for 2 years.
John Allison
(Co-Founder & Board Member)Worked in various roles in Software Engineering since 2014. Previous Software Engineer at Gilt Groupe for 1 year and then became Head of Engineering at ChallengePost.com for 2 years.
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