MSP Customer Success & Renewal Manager

MSP CUSTOMER SUCCESS & RENEWALS MANAGER

EGNYTE YOUR CAREER. SPARK YOUR PASSION.

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has meaning, and every Egnyter should be respected. With 22,000+ customers worldwide and growing, you can make an impact by protecting their valuable data. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:

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ABOUT EGNYTE

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.

We are seeking a motivated and detail-oriented Customer Success & Renewals Operations Specialist to support the day-to-day operations of our MSP Customer Success and Renewals team. This role will play a critical part in ensuring smooth processes, accurate reporting, and efficient management of customer success initiatives and contract renewals. The ideal candidate has a passion for operations, a strong customer-first mindset, and experience in supporting Customer Success or Sales teams within a SaaS or MSP environment.

WHAT YOU’LL DO: 

• Proactively build strong relationships with MSP partners to understand their business and how they use Egnyte, with the goal of maximizing retention and growth.
• Act as a trusted advisor to ensure MSPs realize the full value of Egnyte’s services. Collaborate closely with Sales, Sales Operations, and SE teams to deliver an elevated partner experience and reduce churn risks.
• Develop and implement strategies to enhance renewal rates and revenue retention in your assigned base of MSP Partners. 
• Handle MSP concerns, escalations, and service issues promptly and effectively. All communications—written and verbal—should be clear, concise, and professional. 
• Analyze customer data to provide insights into usage, adoption, and health trends.
• Manage a structured communication cadence to ensure effective partner engagement and accurate renewal forecasting.
• Coordinate a systematic, streamlined process for annual contract renewals aimed at increasing revenue retention and expansion while minimizing attrition and contraction.
• Successfully manage at-risk renewals, driving retention outcomes.
• Drive revenue expansion opportunities at the point of renewal.
• Serve as a point of coordination for all customer account inquiries, ensuring they are directed to the appropriate internal teams.
• Ensure adherence to Egnyte’s best practices and methodologies.
• Report directly to the Manager of MSP Customer Success & Renewals.

YOUR QUALIFICATIONS:

• 3+ years of customer facing experience in Customer Success, Account Management, Renewals, or similar role within a SaaS or MSP environment.
• Strong proficiency in CRM tools (e.g., Salesforce) and customer success platforms (e.g., Gainsight, Totango) as well as Zendesk.
• Exceptional analytical skills with experience working in Excel or other reporting tools (e.g., Tableau, Power BI).
• Excellent communication and organizational skills, with a strong attention to detail.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Bachelor’s degree from an accredited college or university.

• Familiarity with subscription-based software.
• Experience working in a Managed Service Provider or IT services organization.
• Understanding of customer success methodologies, customer lifecycle management, and ren