Job description
Customer Success Specialist/ Renewal Specialist
“This is a remote role”
We seek a proactive Customer Success Specialist / Renewal Specialist to drive customer retention and ensure seamless renewals. In this role, you will manage renewal cycles, engage with customers to understand their needs and identify expansion opportunities. You will collaborate cross-functionally to address challenges, optimize account health, and enhance customer satisfaction. The ideal candidate has strong communication skills, a customer-first mindset, and experience in SaaS or subscription-based businesses.
Responsibilities
Renewal Management:
- Monitor customer contract renewal dates and proactively reach out to clients nearing expiration.
- Conduct renewal discussions, understanding customer needs and addressing any concerns.
- Prepare renewal quotes and negotiate terms to achieve mutually beneficial agreements.
- Identify at-risk renewals and develop targeted strategies to retain customers.
- Comfortable in working in night shifts & independently.
Customer Relationship Building:
- Establish strong relationships with key customer stakeholders.
- Regularly check-in with customers to assess their satisfaction and usage of the product/service.
- Proactively identify potential issues and address them promptly.
Required Qualifications and Skills
- BE/BTech or BCS (Degree or equivalent experience)
- Years of Experience- 5-8 years required in the Saas Industry with 3-5 years in CSS or renewals Role.
- Proven track record in a customer success or account management role, ideally with experience in renewals.
- Willing to work in US Shift from 6 PM IST to 3 AM IST
Desirable Skills
- Excellent Communication Skills
- Strong commitment to delivering exceptional customer service and exceeding expectations.
- Proficiency in analyzing customer data to identify trends and opportunities.
- Familiarity with CRM systems (e.g., Salesforce, Clari, Zuora, Gainsight) to manage customer interactions and track renewal progress.
About Us
Sumo Logic, Inc. empowers the people who own businesses through its Sumo Logic SaaS Analytics Log Platform, a digital business. Sumo Logic enables customers to deliver a reliable and secure cloud. This Platform’s Log Platform helps practitioners and developers ensure application reliability, secure and protect against modern security threats, and gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful real-time insights and insights across observability and security solutions for their cloud-native applications. For more information, visit www.sumologic.com.
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