Subscription Lifecycle Expert

7 days ago

St John's, Newfoundland and Labrador, Canada Tbwa ChiatDay Inc Full time

We are looking for an experienced Subscription Lifecycle Expert to join our team at Cgsinc. As a key member of our organization, you will play a critical role in driving customer retention and subscription renewals.

You will be responsible for managing relationships with a portfolio of customers, focusing on renewing software agreements, minimizing churn, and identifying opportunities for growth. The ideal candidate will be a proactive and results-driven individual who can balance strategic customer interactions with the execution of renewal processes.

About the Position:

  • Drive customer retention by managing subscription renewals with a focus on maximizing gross retention rates and minimizing churn.
  • Develop and maintain strong customer relationships, acting as a trusted advisor to align their business goals with renewal strategies.
  • Identify customer risks and coordinate mitigation strategies to ensure renewals are completed successfully.
  • Collaborate with internal teams to create and execute renewal strategies that drive predictable and efficient outcomes.
  • Evaluate customer license usage, complete true-up requirements, and ensure renewal quotes accurately reflect customer needs.
  • Manage renewal processes with precision, including liaising with customers to secure purchase orders and complete necessary deal approvals.
  • Leverage customer analytics and metrics to inform renewal strategies and identify opportunities for upsell or cross-sell.

Requirements:

  • Proven experience in driving predictable renewals throughout the lifecycle and meeting or exceeding retention targets in a B2B SaaS or subscription-based environment.
  • Demonstrated success in managing customer relationships in roles such as Renewals Manager, Customer Success Manager, or equivalent.
  • Strong understanding of subscription go-to-market (GTM) approaches for customer success and renewals.
  • Effective communicator with strong interpersonal, negotiation, and presentation skills.
  • Self-motivated and results-oriented, with a focus on delivering exceptional customer outcomes.

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