Customer Success Renewals Manager

As a Customer Success Renewals Manager, you will support the Customer Success Organisation in driving a portfolio of customer renewals. The ideal Renewal Manager is an experienced professional with a full understanding of the SaaS contracting space. You will resolve a range of issues in creative ways while mitigating risk and providing a world-class renewal experience for our customers. 

This key role is part of the Customer Success team, reporting to the Manager, Customer Success, and is based in London (Hybrid eligible). 

• Serve as an extended member of the Smartsheet account team to bring all assigned contract renewals to a successful conclusion 
• Ensure a positive customer experience throughout all stages of the renewal process 
• Partner with sales, customer success, order management, our partner organisations and senior leadership to accelerate the contract renewal process and create positive outcomes 
• Build and communicate an accurate forecast for upcoming renewals 
• Identify and highlight any renewal risk to your partners and work with all team members in order to develop resolution strategies 
• Evaluate your portfolio to prioritise time to render the most favourable outcomes 
• Highlight opportunities for process improvement 
• Perform other duties as assigned 

• 5+ years of Sales, Customer Success or Finance experience.
• 2+ years of experience working in a software renewal role.
• Strong negotiation skills with experience driving contracts to completion. 
• Experience analysing complex problems, developing recommended solutions, and/or managing risk 
• Strong sense of urgency and efficiency in completing work within set deadlines.
• Familiarity with project management methodologies and the ability to use those in service of managing the renewal cycle.
• Motivated by an entrepreneurial mindset and comfortable with ambiguity. 
• Experience working with Salesforce (essential), Gainsight and Smartsheet (preferred).
• Understanding of the legal frameworks around SaaS renewals.
• Legally eligible to work in the UK on an ongoing basis

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. 

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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