Customer Success Renewals Manager

Formstack improves people’s lives with practical solutions to their everyday work. We are looking for the next Stacker to help us accomplish this mission. 

Formstack is a remote-first company with team members who live and work across the U.S., Canada, and the globe. We offer more than just a job; we provide a community where you can learn, grow, and thrive your way. Join a dynamic and diverse team that values relationships as much as results. Come build what matters with Formstack.

Who You Are

You are driven, curious, and can collaborate with just about anyone. You understand a sales mindset but are also a stickler for process. You’re an exceptional communicator who can remove barriers to customer retention while collaborating with the account management and customer success teams to deliver high value customer experiences during the renewal process. You have strong leadership, interpersonal, and priority management skills.

What You Will Do

The Customer Success Renewals Manager will contribute to team and company goals by providing human-centric renewals support to our customers and internal sales teams. You will work under the direction of the Director of Customer Success and will work closely with the Sales, Customer Success, Account Management, and Billing teams. You will own, drive, and lead the renewals process for mid-market accounts as well as collaborate with the CSM/AM teams to drive the renewal process for Enterprise customers to preserve and enhance customer contracts and relationships.

How You Will Succeed

-Establish and maintain standard operating procedures for mid-market account subscription renewals.

-Utilize the Enterprise/Mid-Market renewal playbook for engagement to maximize revenue retention.

-Proactively engage with customers and internal teams to coordinate upcoming subscription renewals

-Actively engage with key decision-makers to identify customer requirements and uncover roadblocks to ensure on-time commitments

-Maintain and report an accurate rolling 90-day forecast of renewals

-Negotiate and execute renewal contracts that align to customer goals.

-Work closely with the Account Management and Customer Success teams to drive incredible renewal rates and minimize churn.

-Participate in Account Manager/Customer Success Manager led business reviews, and lead Renewals Meetings as needed.

-Discover and identify upsell/cross-sell opportunities upon contract renewal to maximize customer growth

-Work closely with our product team to provide feedback on the growing requirements of our customers.

What We Are Looking For

-3-5 years experience in a customer success role, preferably with management experience

-Exceptional understanding of contracts, pricing structures, and building rapport

-Highly skilled with discovery techniques and negotiation.

-Consistent track record of achieving personal and team goals.

-Well organized with a high degree of accuracy and strong attention to detail.

-The ability to effectively multi-task, manage multiple deadlines and prioritize assignments

-Ability to grow business in a strategic manner, i.e. creating new processes and initiatives

-Experience with Salesforce CRM and Zuora preferred

-Excellent written and verbal communication skills (English required)

-The ability to collaborate well within a remote team environment

What Formstack Offers for Full-Time Employees in the US and Canada:

- Competitive health plans, Dental, Vision, Disability, and Life Insurance Benefits for US and Canadian full-time employees.

- Monthly Health & Wellness and Technology stipends

- Half-day Fridays

- Unlimited PTO for all employees.

- 401k & Roth w/ safe harbor match (the US and Canada)

- The most up-to-date technology, including company-issued Macs, the latest software, and other tools needed to excel at your job

- Company-paid conferences and extended learning opportunities

- Yearly company and team gatherings

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. Formstack is dedicated to building a diverse, inclusive, and authentic workplace. if you’re excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Formstack is an equal-opportunity employer. We are passionately committed to equitable hiring and boldly dedicated to diversity in our work and staff. We do not discriminate in employment opportunities or practices based on actual or perceived race, color, religion, national origin, sex (including pregnancy, childbirth, or related conditions), age, marital status, sexual orientation, gender identity or expression, veteran status, uniform service member status, disability or any other characteristic protected by law. Women, people of color, bilingual and bicultural individuals, LGBTQ+ persons, and people with disabilities are encouraged to apply.

All data collected in our application process, from resume collection to application questions, is used for recruitment purposes only. We will store it in our applicant tracking system, Lever, and will not share this data with anyone else. We will keep your data until the role is filled and only continue to store it if we feel you may fit future roles.