Customer Success Manager, Scaled

Responsibilities

• Lead consultative renewal review meetings with customers, helping them understand their contracts and optimize for the next cycle
• Partner with Solutions Engineering on complex technical renewals, expansion conversations, and risk escalation
• Manage approximately 165 renewals annually, converting opt-ins into successful renewals
• Consult on contract optimization by reviewing usage, identifying rightsizing opportunities, and ensuring maximum value
• Contribute to scaled email campaigns that drive customer opt-ins for renewal reviews
• Track opt-in rates, renewal conversion, GRR performance, and campaign effectiveness
• Navigate pricing discussions, contract terms, and renewal objections with confidence
• Identify expansion opportunities and orchestrate internal resources to pursue them

Requirements

• Bachelor's Degree (or equivalent work experience)
• 2+ years in renewals, account management, or customer success in B2B technology services or SaaS
• Proven track record of hitting retention or renewal targets
• Consultative sales or customer engagement experience leading conversations about contracts, pricing, and value
• Financial and contract literacy to review agreements, understand pricing, and discuss terms confidently
• Strong analytical skills using data to prioritize, identify risk, and measure impact
• Excellent communication skills for explaining complex terms and building trust with customers
• Experience with Salesforce or similar CRM platforms
• Collaborative mindset working across Solutions Engineering, sales, and support teams
• Proficiency in MS Office Suite and Windows-based applications

Qualifications

• Preferred Experience: Experience in data center, managed services, infrastructure, or IT security industries
• Familiarity with HubSpot or marketing automation platforms
• Familiarity with ServiceNow or similar ITSM platforms
• Technical aptitude or curiosity about infrastructure, cloud, and enterprise IT environments

Benefits

This is a revenue-generating role with quota and variable compensation tied directly to Gross Revenue Retention (GRR).

Pay

Pay Range: $83,000.00 - $133,000.00

Schedule

Home or Office based depending on location, Travel to corporate, regional markets, and opportunity specific travel, as required.