Renewal Manager, SMB - Americas

Hello! I am Alex [link for members] Head of Contract Management at the company. I am thrilled to be expanding our Contract Management team, as this function serves an important role in the success of our customers and the business.

Having a Contract Management team at the company allows our Sales team to focus on supporting prospective buyers on their journey to becoming an the company customer and existing customers expanding further into the product, while simultaneously allowing our Customer Success team to focus on the growth and success of our existing customers. With this harmonious relationship across the internal teams, we are able to make renewal and contract conversations meaningful and relevant to the needs of our customers, providing a top tier experience with the company.

ABOUT THE ROLE

As an the company Contract Manager for Startup accounts, you will play a key role in supporting our revenue function and customer satisfaction with customers who are up to 100 employees. You will manage annual customer renewals, month-to-month customer subscriptions, contract questions, and will collaborate closely with a number of internal teams across the company’s largest customer segment.

As a trusted guide to quickly growing and steady-state startups, you will need to secure early customer loyalty, guide non-recruiting personas through the renewal process, and provide hands-on assistance to customers. Attention to detail on a high volume of accounts will be essential, with an agile approach to secure continuing customers swiftly and solve for these smaller businesses creatively.

With a focus on helping small startups begin to meaningfully grow their businesses, you will identify opportunities to support these businesses and identify high growth accounts. Your work as a Contract Manager directly impacts our broader business goals, with the company’s Operating Principles [link for members] woven into our processes.

This position requires expertise in core contract management competencies:

• Navigating pricing and negotiation discussions with empathy and tact, while upholding a high level of respect for the value of the company and the services we render

• Leading the renewal process with customers, ensuring timely and successful contract renewals, with terms that align to both the broader business goals and solve for the customer’s needs

• Building and maintaining trust with customers, proactively addressing concerns and ensuring their subscription needs are met at time of renewal and throughout the customer lifecycle

• Managing day-to-day administrative tasks, such as customer outreach, generating order forms, and CRM maintenance

• Understanding contract terminology and how to communicate these terms to customers

Our ideal candidate will have a strong background in a combination of sales, customer success, and renewal management, with a proven ability to drive contract renewals and enhance customer relationships. In this role, you will work closely with our customers to ensure they receive maximum value from our offerings, ultimately contributing to customer retention and satisfaction. You will work in partnership with Sales and Customer Success to ensure that the right resources are engaged to maximize customer growth, driving expansion and renewal.

The company takes tremendous pride in our software; as such, we encourage all employees to have rich product knowledge. While the scope of your role does not require technical product aptitude, we will empower you with product knowledge to ensure you’re well-positioned for customer conversations (e.g. should tech stack pricing efficiency surface in a renewal, you are comfortable communicating our differentiators).

YOU COULD BE A GREAT FIT IF

• You enjoy finding creative solutions for complex situations – this in turn will allow you to successfully solve for both the customer and the company

• You are solutions-oriented – there is a solution to every problem or challenge we may face in Contracts

• You are detail-oriented – we work across many different systems, with fact-checking and record-keeping a paramount priority for this contracts role

• You are adaptable – you are able to be continuously learning and applying these learnings to your daily work

• You excel at cross-functional collaboration, leveraging the right teams and colleagues to provide a top tier experience and solution for each customer, while being respectful of other individuals time, priorities, and goals

• You have excellent communication skills over phone and email, and are able to navigate high pressure situations with ease and professionalism (strong public speaking skills translate well to this role)

• You delight in having autonomy over your schedule — there is a high level of accountability at the company, and we rely on you to complete your work; while all of your work will be visible to the entire company, you will be responsible for managing your time

• You display empathy in situations that require it – you understand where our customers are coming from and strive to find a solution accordingly

• You value transparency – there is clarity and honesty in every step of our renewal process, and within the company as a company

YOU MIGHT NOT BE A GREAT FIT IF

• You avoid taking ownership, and prefer to hand off various tasks

• Dynamic situations make you uncomfortable

• You find pricing conversations and negotiations demanding and taxing

• You do not enjoy admin work and prefer to be in face-to-face meetings all day

• You find it challenging to devise creative solutions for complex situations, which may hinder your ability to effectively address the needs of both the customer and the company.

• You prefer to work independently and not collaboratively

• You prefer a rigid schedule with limited autonomy, as you find accountability challenging

• You have difficulty working remotely full time

OUR CULTURE

Our co-founders have written authentic pieces about the company’s communication [link for members] and operating principles [link for members] As a company, we hire fewer, stronger people and provide them with clear ownership over a specific scope of work. Our Customer Success team, in particular, prioritizes solving for the customer. Our hope is to hire a driven Contract Manager who embodies empathy and curiosity to join the team.

INTERVIEW PROCESS

• Recruiter Interview: 30 minutes

• Hiring Manager Interview: 30-45 minutes

• Take-Home Assignment: 30-45 minutes

• Final Panel:

• Cross-Functional Interview with Sales and Customer Success: 30-45 minutes

• Contract Management at the company: 30-45 minutes

• Negotiation and Stakeholder Management: 30 minutes

• Closing Questions: 15 minutes

ABOUT the company

We’re building the next generation of recruiting software and we’re starting with a suite of products that helps talent leaders, recruiters, and hiring managers run an efficient and data-driven hiring process.

We are well funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom.  We have thousands of amazing customers including Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier (and many others who we cannot name!). Our growth and retention metrics are best-in-class among our peers: we have tens of millions in ARR, growing >100% year over year, very low churn, and many years of runway. We’ll share more details once we meet. In short, it's the perfect time to join! 🚀

BENEFITS

• Competitive salary and equity.

• Opportunity to work with a talented and passionate team.

• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave the company —do it when you feel financially comfortable.

• Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it!

• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.

• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!

• $100/month education budget with more expensive items (like conferences) covered with manager approval.

• If you’re in the US, top-notch health insurance for you and your dependents with all premiums covered by us.

The company’s success hinges on hiring great people and creating an environment where we can be happy, feel challenged, and do our best work. We’re being deliberate about building that environment from the ground up. I hope that excites you enough to apply.

The company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

The company is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.