Sr. Customer Success Renewal Manager

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters.

Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday.

As Senior Customer Success Renewal Manager
, you will support the Customer Success Organization in driving a portfolio of customer renewals for some of our most strategic accounts. The ideal Senior Renewal Manager is an experienced professional with a full understanding of the SaaS contracting space. You will resolve a range of issues in creative ways while mitigating risk and providing a world‑class renewal experience for our customers.

This important role will report to our Director of Renewal Management.

• Lead Executive communications with customers and serve as an extended member of the Smartsheet account team to execute a win/win strategy on all assigned contract renewals to maximize value and enhance customer experience
• Partner with the account team to fully understand and develop a clear renewal strategy for each customer based on data driven decisions and execute that strategy
• Lead Customer Success Managers and Sales partners in driving large renewal negotiations across our customer base to ensure quarterly and annual renewal numbers are met or exceeded
• Maintain and manage an accurate forecast for assigned upcoming renewals and communicate any renewal risk to your partners to develop resolution strategies
• Persuade, influence, and motivate people and collaborate with cross functional partners such as CS Leaders, Operations, Finance and Legal to identify opportunities to accelerate the contract renewal process and drive operational efficiencies
• Provide guidance on renewal strategy to increase value based renewal pricing solutions and allow for future expansion
• Lead by example in commercial negotiations with selected customers to maximize value exchange, net retention rate, and multi‑year agreement structures
• Prepare proposals, including renewal rate calculations and contract preparation
• Proactively adopt new initiatives and programs as needed
• Serve as a subject matter expert and mentor to other members of the team
• Act as Renewal Management expert and brand ambassador
• Perform other duties as assigned

• 6+ years experience of Sales, Renewal Management, Customer Success or Account Management - ideally within SaaS offerings
• Strong negotiation skills with experience driving complex financially focused, multi‑component contracts to completion accurately and on time
• Demonstrated ability to influence and navigate objections to achieve win/win customer outcomes
• Prior experience and a proven track record of working and building robust stakeholder partnerships specifically within the Enterprise segment strongly preferred.
• Familiarity with project management methodologies and the ability to use those in service of managing the renewal cycle
• Ability to plan and execute initiatives by effectively representing the team across departments, ie: implementing new processes and initiatives in a well‑planned, well‑documented and organized manner
• Motivated by an entrepreneurial mindset and comfortable with ambiguity
• Strong level of urgency, organization and prioritization skills
• Experience working with Salesforce or other CRM systems

• HSA, 100% employer‑paid premiums, or Buy‑up medical/vision and dental coverage options for full‑time employees
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• US employees are automatically covered under Smartsheet‑sponsored life insurance, short‑term, and long‑term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth…