Senior Renewals Manager

About mParticle:

mParticle is a global, remote-first company that provides a real-time AI customer data platform.  We help get the highest quality customer data to any system that marketers or product managers use – ultimately improving customer experiences.  We work with big players and small, fueling the customer success of brands like NBCUniversal and Airbnb.  We’re growing fast and offer smart, talented individuals an opportunity to be high impact players as we scale. We care deeply about culture and our people – and creating a place where you can do your best work and love doing it! 

Recognized as one of Crain’s 100 Best Places to Work in New York City and one of  Wealthfront Career Launching companies of 2021!

We are seeking a North America based Senior Renewals Manager who can provide strategic consultation and expertise to our Customer Success organization by owning mParticle’s customer renewal program. As a Renewal Manager, you will play a meaningful role in defining, managing and improving the renewals processes across mParticle’s global Customer Success organization. This is an IC level role with the opportunity to grow and lead the function at a global scale. 

Your mission is to maintain regional renewal forecasts, identify and communicate retention risks, and be responsible for the continued optimization of the Customer Success team operations that drive an outstanding customer renewal experience. You will help develop and define the playbook for escalated renewals, working closely with the Customer Success team to meet and exceed our customer retention goals each quarter.

What you will do:

• Own mParticle's renewal forecasting process and output, maintaining an accurate and repeatable forecast at both the global and regional levels.
• Conduct and provide analysis of customer renewal key performance indicators (critical metrics), with a mission of growing customer renewal rate and timely renewals.
• Partner with Customer Success Managers to understand customer priorities and challenges; prescribe solutions to further these goals and strengthen our customer partnerships.
• Support Customer Success Managers in driving any raised renewal negotiations across our customer base to ensure quarterly and yearly renewal numbers are met or exceeded.
• Represent mParticle during a pivotal period in the customer lifecycle; understand and speak to mParticle’s value proposition in an increasingly competitive and crowded market
• Cultivate relationships with functional leadership across Customer Success, Enablement, Operations, Finance to standardize standard methodologies and drive operational efficiency.
• Optimize renewals process playbook to improve revenue retention, surface risk early and implement strategies to mitigate this risk.
• Actively engage with key customer contacts and internal CSMs to identify renewal dependencies, uncover potential roadblocks, and drive resolution to ensure timely commitments.
• Review renewal contract terms and conditions to ensure company wide consistency.
• Negotiate and fulfill renewal changes/modifications as appropriate, and streamline contract processes within SFDC in collaboration with CS Leadership, Operations, Finance and Legal.

What we are looking for:

• 5+ years of experience in Renewal Management or Customer Success with a focus on negotiating contracts, demonstrating customer ROI, maintaining high retention rates for a SasS technology 
• Experience owning and leading a renewals function (Global experience a plus)
• Comfortable negotiating complex products and multi-component contracts
• Has a good understanding of SaaS and Professional Services engagements with global customers and team members (Enterprise a plus)
• Ability to execute on pivotal initiatives, ie: implementing new processes and initiatives in a well-planned, well-documented and organized manner.
• Experience working with Salesforce required, experience working with Customer Success Software (Totango, Catalyst.io) a plus

What’s in it for you:

• 100% company paid health care (medical, dental, vision) for employees enrolled in our baseline plan with affordable cost sharing options for your dependents. We make certain you’re protected, have the options you need for care, and that it’s affordable for all. 
• If you’re enrolled in our high deductible plan, we fully cover your deductible through annual Health Savings Account contributions which are yours to keep. This is for both individuals and for those with dependents.
• A truly flexible work environment with unlimited vacation, 11 paid company holidays, and quarterly mental health reboot days. This also includes a hybrid work model