Job description
Our agreement with employees
Pipe17 is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Pipe17, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. We try to set up an environment where every employee can feel deep pride in the work they do.
This position
We are looking for to add to our renewals team a Renewals Manager to help maintain and expand relationships with our current client base. The role requires a combination of account management, sales, and customer success skills to effectively identify and close renewals opportunities. The Renewals Manager will be involved in post-sales support work, taking ownership of the customer’s experience as they’re approaching renewal as well as effectively partnering with the Customer Success and Sales teams to proactively address potential churn.
The Renewal Manager is responsible for managing and growing the renewal revenue. We need an individual contributor who is comfortable with ambiguity and knows how to develop internal processes to close a renewal effectively in a startup SaaS environment. High achievers will be creative, persistent, and willing to step outside of their role at times. This is an exciting opportunity for a driven and results-oriented individual to join a growing SaaS startup company and play a key role in driving revenue growth.
About you
You are empathetic and can put yourself in their shoes, understanding customer needs and pain points to provide solutions and ensure customer satisfaction. You also have a proven track record of achieving or exceeding renewal revenue targets and possess strong account management, sales, and customer success skills. You have experience in a SaaS environment and have a passion for delivering exceptional customer experiences.
You like variety and enjoy multifaceted roles. You are able to learn quickly and are comfortable with uncertainty and a start-up environment. You’re an excellent written communicator with a strong command of written English.
You’re solid at time management and effective at multitasking across simultaneous activities without getting overwhelmed. As a part of a distributed team, you’ll be trusted to work with minimal supervision. As a part of a growing company, you have an opportunity to make a big impact and build processes that’ll make your job more efficient over time.
You have experience within the ecommerce space: Shopify, Big Commerce, Woo Commerce, etc and B2B sales platforms, point-of-sale systems, ERPs like NetSuite, 3PLs / warehouse management systems, cart rover, order and inventory management systems such as Stitch labs, Brightpearl, Cin7 and SaaS connectivity solutions such as Dell Boomi, Workato, Zapier etc.
Responsibilities
- Proactively manage a portfolio of existing customers to identify and close renewal opportunities
- Develop and execute a renewals strategy to achieve revenue goals and improve customer retention
- Track upcoming renewals and review contracts and account health, proactively reaching out to customers approaching renewal to mitigate any issues
- Prepare renewal documentation including proposals and contracts
- Develop and track KPIs to identify customers with a propensity to churn
- Be consultative and build in-depth customer relationships and a complete understanding of their business goals and objectives
- Effectively partner with our Customer Success and Sales teams to identify potential upsell opportunities
- Create and improve documentation on the renewals process
- Monitor and report on renewals performance and KPIs, identifying trends and potential issues
Skills and experience
- Minimum of 4 years experience in the software/tech industry
- 5+ years of sales experience in a B2B sales or renewals environment
- Experience in a Startup environment
- Good communication skills (written and verbal)
- Analytical, problem-solving, and troubleshooting skills
- A team player
- Solid project management and customer management skills
- Understanding of current technology and SaaS applications
- Understand integrations (using REST APIs) with cloud systems
- Experience with configuring SAAS products
- Soft skills to interact with customers over phone, email, zoom
Compensation (US FTE)
- Competitive salary
- Great healthcare + dental + vision coverage
- Retirement plan
- Pick your own equipment. We’ll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
- Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year. This isn’t a vague policy where unlimited vacation means no vacation
About Us
Pipe17 is a venture funded software startup headquartered in Seattle, WA with a significant presence in the San Francisco Bay area.
We offer an innovative SaaS platform for ecommerce operations that automates management of order, inventory and product flows between 100+ ecommerce applications. Using Pipe17 our customers grow faster and serve their customers better all while reducing operational costs.
We are a solution business with innovative technology that is 10-100X faster than competitors. Selling both direct and through a growing network of partners, we are growing fast with many happy customers.
Pipe17 is backed by GLP Partners, a leading investor in the ecommerce logistics space. We recently raised a large round of capital to fund our growth, which you can read about here.
