Renewal Manager, High Touch - Americas

Hello! I am Alex, Head of Contract Management at Ashby. 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 Ashby allows our Sales team to focus solely on supporting prospective buyers on their journey to becoming an Ashby customer, while simultaneously allowing our Customer Success team to focus solely 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 Ashby.

We are hiring two Renewal Managers: one to manage our high touch accounts, and one to manage our startup accounts. Please review both job descriptions, and only apply to the one that best fits your skillset.

About The Role 

As an Ashby Contract Manager for High Touch accounts, you will play a key role in supporting our revenue function and customer satisfaction with customers ranging in size from 100-500 employees. You will manage customer renewals and advanced contract questions, and will collaborate closely with a number of internal teams. 

You will work to identify the right personas and key internal stakeholders across the business, and coordinate internal collaboration across Customer Success, Sales, and Product to solve for scaling customers’ needs at time of renewal. This role requires a commitment to a deeper product knowledge to seamlessly solve for customer’s expanding needs at renewal, and the ability to negotiate complex contracts with a creative approach, rooted in product value.  

With a focus on assisting scaling mid-market companies fully leverage Ashby, you will identify opportunities to enhance existing customers’ experiences within the product at time of renewal. Your work as a Contract Manager directly impacts our broader business goals, with Ashby’s Operating Principles 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 Ashby 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.

Ashby 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 Ashby

• 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