Renewals Manager

at  AfterShip

ABOUT US

AfterShip, a Great Place to Work Certified company, is an automation platform that empowers eCommerce retailers to create and manage the world’s best online shopping experiences. Powering the tracking of over 4.4billion order shipments for 17,000 eCommerce retailers like Etsy, Harry’s and Kylie Cosmetics, AfterShip is a pioneer in post-purchase solutions and eCommerce AI. We deliver innovative, industry-leading SaaS solutions, including email automation, SMS marketing, smart product recommendation, shipment tracking, returns management, AI-predictive delivery estimates, and so on.
Our strong product market fit, prioritizing solving real problems for our customers, has resulted in a strong growth trajectory for the company. We secured a 66 million dollar Series B in 2021.
At AfterShip, we are building a diverse and high-performing culture that encourages collaboration and experimentation on a global scale. Even as a company with over 10 years under our belt and 450 AfterShippers across our 8 global offices, we embrace a dynamic and agile approach to our work.
We operate with a flat team structure, where you will have opportunities to contribute your ideas and take ownership over your work to create meaningful impact for the business and the customers we serve. If you’re looking for a vehicle to achieve your professional goals and work alongside fantastic teams, we invite you to join us.

YOUR MISSION:

We are looking for a Renewals Manager to join our growing team who will build strategic relationships with Sales, Customer Success, Product, Finance, Legal, and Operations in order to minimize attrition, accurately forecast risk and drive customer success. You will be responsible for identifying and analyzing risk during the Customer contract term by engaging with Customers and internal collaborators to resolve underlying issues while optimizing the financial outcome, maintaining accurate forecasts and driving customer success.
This is a remote-first/hybrid-flexible position, with priority placed on the successful candidate being based in either Austin, Texas (US) or Toronto, Ontario (Canada). Reporting to our Global Director of Customer Success, the Renewal Manager is part of AfterShip’s global team. As such, there may be the need to work outside of regular office hours for team meetings or in order to collaborate with members of the team in EU or APAC, with advance notice provided.

• Own the end-to-end renewal process for renewals, ensuring on-time renewals and maximizing opportunities for revenue growth during the renewal process.
• Provide accurate 90-day rolling forecasts for your assigned renewal portfolio through accurate maintenance of renewal opportunities.
• Leverage existing processes and reporting as well as performing detailed forensic analysis (usage and contract) for early identification of potential attrition.
• Be the expert and provide mentorship to the extended team on commercial negotiations and efficient resolutions of complex renewal opportunities.
• Work closely with Sales, Customer Success, Product, Finance, Pricing, Legal, and the Operations team to streamline the renewal process including notifications and approvals.
• Responsible for creation of replacement contracts and detailed quotes with approvals.
• Provide renewals management with regular status updates on renewal attainment, forecasted churn, and specific escalation cases as needed.

Who We’re Looking For:

• 3 - 5+ years with demonstrated success in Sales, Renewals, Operations or Account Management.
• Excellent communication skills and the ability to transform customer conversations into business-driving relationships.
• Demonstrated ability to work at a detailed level with multiple cross-functional internal collaborators as well as the customer to build a case and drive consensus.
• Advanced knowledge of churn reduction tactics and experience implementing them to save accounts from churning.
• Strong analytical and goal-oriented mindset with demonstrated problem-solving skills.
• High emotional intelligence and empathy.
• Excellent negotiation skills.

At AfterShip, we understand that not all applicants will have skills that match the job description exactly. We value diverse experiences and respect that experience comes in many different forms, so even if you feel you may not meet every qualification to a T then we still encourage you to apply. We are always looking for people who can help us continue to raise the bar for our team and who want to join us on our mission.