Renewals Manager

The Team

You'll join Gladly's Customer Success Management team, a commercially-minded group that treats retention and revenue growth as inseparable. Our mission is to build long-term, trusted relationships with customers by helping them realize value, and to translate that value into renewed and growing revenue. We partner closely with Strategic Account Management, Finance, and Sales to keep our growth accounts thriving, and we operate with a shared sense of ownership and mutual accountability across the team.

The Opportunity

We're looking for a Renewals Manager to own the renewals motion for our growth customer base. You'll act as the primary point of contact for renewal-related inquiries, leading negotiations, reviewing contracts, and collaborating across teams to ensure a smooth process. Your goal is to secure renewals and minimize churn while delivering an outstanding experience to our customers.

This role is based in Colombia and supports our US-based growth accounts, requiring strong English communication skills and comfort working across time zones. It also offers a clear path to grow into a Strategic Account Manager position.

What You’ll Do

• Renewal Ownership: Manage the end-to-end renewal process for a portfolio of growth accounts, from initial outreach through signed agreement. You'll be measured on the percentage of revenue you retain and grow, including through price increases and expanding accounts to include products like Sidekick.
• Commercial Negotiation: Lead negotiations using established best practices to secure favorable agreements that align with company goals, balancing customer satisfaction with revenue outcomes.
• Risk Identification & Cross-Functional Collaboration: Identify early warning signs of risk and coordinate with Sales, Customer Success, Finance, and Revenue Operations to keep renewals on track and aligned.
• Account Documentation: Document renewal activities in Slack and Salesforce, ensuring data accuracy for forecasting and reporting.
• Customer Engagement: Communicate professionally and empathetically with customers via phone and email, maintaining high customer satisfaction throughout the renewal process.

What We’re Looking For

• Contract & Negotiation Experience: Hands-on experience reviewing contracts and negotiating terms with customers, gained through a Customer Success, Account Management, or similar client-facing revenue role, preferably in B2B SaaS. This is the most important qualification for this role.
• Location: This role is based in Colombia. You'll work remotely from Colombia, collaborating with US-based teams and serving US-based customers. Strong English proficiency (C1+) is required.
• Resourcefulness: Comfortable navigating ambiguity and working with imperfect or incomplete data. You don't wait for a fully built process, you help build it.
• Revenue Track Record: Demonstrated experience managing a high volume of renewals while maintaining accuracy and customer empathy.
• Confidentiality & Organization: Highly organized and disciplined about protecting customer information across multiple concurrent contracts.
• Operational Discipline: Highly organized, detail-oriented, and able to manage multiple renewal cycles simultaneously.
• Communication: Exceptional verbal and written communication skills to work effectively in a remote-first, cross-time-zone environment.
• Collaboration: Strong teamwork and cross-functional collaboration abilities.
• Tools: Familiarity with Salesforce (or equivalent CRM).

Salary for this role: $24,000 - $55,000 USD (may be paid in USD or COL pesos, depending on COR or EOR contract options - but this is a full-time opportunity)