Customer Success Renewals Manager

Customer Supportposted 25mo ago

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day.

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).

You Will:

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

You Have:

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

Perks & Benefits:

Employer-paid Private Medical and Dental, additional cost for family members
Monthly contributions toward your pension
Monthly stipend to support your work and productivity
25 days paid for Holiday + Bank Holidays + Flexible Time Away Program
20 weeks fully paid Maternity Leave
12 weeks fully paid Paternity/Adoption Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to Udemy online courses
Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account.
Teleworking options from any registered location in the UK (role specific)

Get to Know Us:

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.

Equal Opportunity Employer:

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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