Renewal Manager, SMB - Americas
Manage contract renewals and subscriptions for SMB startup accounts (up to 100 employees), driving retention through pricing negotiations, customer outreach, and cross-functional collaboration with Sales and CS teams.
About the job
Responsibilities
- Manage annual customer renewals and month-to-month subscriptions for startup accounts (up to 100 employees)
- Lead renewal processes ensuring timely and successful contract renewals with terms aligned to business goals and customer needs
- Navigate pricing and negotiation discussions with empathy while upholding Ashby's value
- Build and maintain trust with customers, proactively addressing concerns throughout the customer lifecycle
- Manage day-to-day administrative tasks including customer outreach, generating order forms, and CRM maintenance
- Collaborate cross-functionally with Sales and Customer Success teams to maximize customer growth and retention
- Identify opportunities to support small startups and flag high-growth accounts
- Communicate contract terminology clearly to customers
Requirements
- Strong background in sales, customer success, and renewal management with proven ability to drive contract renewals
- Expertise in core contract management competencies including pricing discussions and negotiation
- Excellent communication skills over phone and email with ability to navigate high-pressure situations professionally
- Detail-oriented with strong fact-checking and record-keeping abilities
- Solutions-oriented mindset with ability to find creative solutions for complex situations
- Adaptable and continuously learning, applying learnings to daily work
- Strong cross-functional collaboration skills
- Comfortable working autonomously with high accountability
- Empathetic approach to customer situations
- Values transparency and honesty in all processes
Nice-to-Haves
- Product knowledge to communicate differentiators during renewal conversations
- Experience working with startup customers
Skills
Contract Management, Renewal Management, Negotiation, CRM, Customer Success, Sales, Cross-Functional Collaboration, Pricing Strategy
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