Manager, Renewals Team (EMEA)

At Hopin, we’re reimagining events. Our mission is simple: we exist to make the world feel closer. 

Founded in 2019, Hopin brings brands and communities together around highly interactive and engaging experiences. We believe that people should have access to the conversations, moments and ideas they care most about, no matter where they are. Through our highly scalable platform, participants are able to learn, engage, and connect from anywhere in the world. 

Hopin started as a virtual events solution but we have since meaningfully expanded our offering from virtual events to hybrid and in-person events, as well as video and workplace collaboration products. This growth has been fueled by a series of strategic acquisitions, including: Boomset - an all-in-one event management platform; Attendify - advancing Event Marketing products; StreamYard - unveiling a video production Studio; video hosting service Streamable and video technology company Jamm.

Listed as one of the 2021 Fast Company Best Workplaces for Innovators, Hopin has scaled to 800+ employees working remotely across 47 countries. Valued at $7.75B, Hopin raised a $450M Series D round of financing and is backed by top tier investors, including Arena Holdings, Altimeter Capital, Adam Street Partners, Untitled Investments, XN Capital, Andreessen Horowitz, DFJ Growth, General Catalyst, GIC, IVP, Northzone, Salesforce Ventures, Slack, Temasek and Tiger Global.

The Role: 

Hopin is seeking an energetic, customer centric, and seasoned sales & customer success professional to lead a team of talented Renewal Managers. As more people participate in Hopin Events around the world, our demand continues to grow monthly. Your mission will be to coach, support, and grow a team of high-performing RMs who own the annual renewal process for all of Hopin’s customers. 

This person will report directly to the Head of Renewals in the Customer Experience organization, and be directly responsible for delivering successful outcomes in both retention rates and expansion at renewal. 

Responsibilities: 

• Forecast retention and sales targets across renewal managers in multiple regions; coach and champion your team in their day-to-day - both in a customer-facing capacity as well as internally to optimize for efficiency and success 
• Partner with Customer Experience, Sales & Operations to scale near term and long term initiatives 
• Build process and corresponding documentation to centralize and standardize renewal best practices, playbooks, and decrease new team member ramp times 
• Leverage data to identify gaps in the current process and propose solutions to improve outcomes and influence change 
• Escalate difficult customer conversations across GTM and company leadership to ensure customer success 
• Gather voice of customer insights based on renewals conversation and share with GTM, Product, and company leadership to support the growth of Hopin 

About You: 

• 3+ years of people management experience for a quota-carrying team; track record of meeting and exceeding your targets 
• 7+ years in sales, account management, or customer success 
• Fluent in value-based selling, negotiation, and retention best practices
• Human-centric leadership approach with a solution-oriented philosophy for sales and customer success; you inspire and lead with empathy but don’t shy away from difficult conversations 
• Outstanding written and verbal communication skills, and excellent executive presence
• You thrive in face-paced environments, demonstrate a bias toward action and results, and show resilience and leadership in times of ambiguity 
• Exceptional organization skills - you're used to juggling multiple priorities

Nice to Have: 

• Ideal candidates will have sales management experience at a SaaS business where they had to grow a team, while growing the business. Having prior startup experience is essential 
• Previous experience working in the events industry  
• Previous experience with a video platform
• Experience with Salesforce

The Offer

• Competitive salary
• Fully remote, global team
• Flexible schedules
• Laptop assigned, Mac or Dell (Windows)
• Health Insurance Support
• Parental Leave
• Monthly Wi-Fi stipend
• $800 USD for Home-Office set up
• $1500 USD for Learning & Development

At Hopin, we're committed to cultivating an environment that promotes equality, diversity, and inclusion. We are a global community and we believe our unique qualities must be celebrated as they are critical to our innovation. It's essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, neurodiversity, or otherwise. Inclusion isn't just an initiative at Hopin. We strive to embed it not just into our core values but throughout our entire ecosystem.