Manager, Renewal Management (Remote Eligible)

Job Description

Smartsheet is looking for someone that will help reimagine our renewal process and build our new renewal management team. The Manager of Renewal Management will work closely with the Director of Scale, and Customer Success. This leader will help us drive success and focus in all aspects of our customer’s renewal journey.

As the leader of this Renewal Management team, you will have the exciting opportunity to collaborate with senior Smartsheet leadership to create and drive the vision on how to support an incredibly high growth organization while maintaining a focus on an ideal customer experience. We will look to this leader to build and grow this team, and develop processes and procedures while working closely with the internal partners within finance, sales, customer success and operations.

This important role is part of the Customer Success team, reporting to the Director of Scale, Customer Success and will be based at our office in Bellevue, WA or in the Field (Pacific or Mountain Time Zone).

You Will:

• Redefine the Renewal Management function at Smartsheet optimizing for scale, and using Gainsight technology
• Be responsible for overseeing all assigned contract renewals, which includes working with customers and internal team players to ensure timely and accurate execution
• Actively identify areas for innovation and execute on them by creating and updating functional processes, playbooks and supporting materials
• Enlist the efforts of sales reps, customer success managers, order management, and senior management when necessary to accelerate the contract renewal process and ensure customer satisfaction.
• Build and lead a team of Renewal Managers responsible for overseeing the contract renewal process
• Analyze customer renewal trends with your Renewal Managers and recommend scalable plays to Sales leaders that your team will run
• Build confidence and trust with direct reports, provide developmental feedback for continuous improvement
• Focus on coaching and career growth for renewal managers by developing their long term personal and professional goals
• Perform other tasks as assigned

You Have:

• Passion for analyzing complex problems, developing recommended solutions, and creating transformational change
• Ability to synthesize complex issues into easy to understand concepts and gain buy in from diverse stakeholders
• Extensive experience in customer success or similar customer facing roles such as support, services, sales, or pre-sales in a SaaS company
• Experience in SaaS renewal lifecycle management

Perks & Benefits:

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) with all offers
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Incidental Sick Leave
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us!