Renewal Manager, High Touch - Americas

Hello! I am Alex, Head of Contract Management at Ashby. We are looking for a highly driven individual to guide our customers through renewal processes, taking an approach that aims to achieve success for both the customer and Ashby. We are building a team that takes pride in contract renewals work; this function serves an incredibly important role in the success of our customers and the business.

The Contract Management team at Ashby allows our Sales team to focus on supporting prospective buyers on their journey to becoming an Ashby customer, while simultaneously allowing our Customer Success team to focus on the growth and success of our existing customers. With this harmonious relationship and partnership 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. 

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 100-1,000 (and growing) 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 closely in partnership with Sales and Customer Success to ensure that the right resources are engaged to maximize customer growth, driving expansion and renewal. These relationships you will build both internally and externally are paramount to the success of your renewals; both our customers and cross-functional colleagues place their trust in us to achieve equitable solutions in a timely manner. 

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,