Renewal & Expansion Manager

Savance Workplace is seeking a Renewal & Expansion Manager/Customer Success Manager (CSM) to serve as the strategic owner of our post-sale customer relationships, with a primary focus on renewals, account expansion, upsells, and long-term retention.

This is a foundational Renewal & Expansion Manager/Customer Success role within a small, fast-growing, startup-like SaaS company. You will not be stepping into a fully built-out department — instead, you will play a key role in shaping how Customer Success operates, partnering closely with Sales and leadership, and helping lay the groundwork for a scalable CS organization as the company grows.

You will act as a trusted advisor to customers and resellers, owning both the relationship and the commercial success of your accounts. Success in this role requires comfort with revenue conversations, executive-level engagement, and full ownership of renewals and expansion strategy.

You will manage a diverse portfolio of 1,000+ organizations, including large, complex, global enterprises. Your performance will be measured by renewal rates, expansion revenue, customer satisfaction, product adoption, and long‑term customer loyalty.

Savance is a fast‑paced, dynamic, challenging, and demanding environment; and also a fun and rewarding place to work. We thrive as a team and are always looking for the people who are the right fit and have the right attitude to bring even greater success and camaraderie to the table. To excel at Savance, you must love to be challenged, seek out opportunities to develop your skills, be confident yet humble, and be able to learn from your mistakes.

We thrive working alongside smart, independent, and self‑motivated people who get along well with others. If you have a can‑do attitude and seek a challenging, rewarding position with a great team, Savance is the place for you!

• Own the full customer lifecycle post‑sale, including onboarding support, account development, renewal strategy, and expansion planning.
• Serve as the primary point of accountability for customer outcomes and revenue retention.
• Own the end‑to‑end renewal process, including early risk identification, value reinforcement, executive alignment, pricing discussions, and on‑time renewal execution.
• Proactively mitigate churn by identifying adoption gaps and customer risks well in advance.

• Proactively identify, position, and drive upsell and expansion opportunities by uncovering new use cases, additional departments, and evolving customer needs.
• Lead value‑based conversations that tie Savance Workplace solutions to measurable business outcomes.
• Partner with Sales as needed while maintaining ownership of overall account growth strategy.

• Understand customer pain points across multiple departments and map Savance Workplace solutions to real business outcomes.
• Ensure customers are fully adopting and realizing value from the platform through usage analysis, strategic touchpoints, and ongoing engagement.

• Build and maintain strong relationships with key stakeholders, decision‑makers, and executive sponsors.
• Conduct regular account reviews, success planning, and performance/usage reporting.
• Act as the internal voice of the customer, advocating for product, process, and prioritization improvements.

• Accurately forecast renewals and expansion opportunities within Hub Spot.
• Own and consistently meet or exceed renewal and expansion revenue targets.
• Use customer health, usage data, and engagement metrics to guide retention and growth strategies.

• Help define and refine Customer Success processes, playbooks, and best practices.
• Collaborate closely with Sales, Support, and Leadership as Savance builds out its Customer Success function.
• Contribute to the long‑term vision of scaling the Customer Success department within the Sales organization.

• 4+ years of experience in Customer Success, Account Management, or a revenue‑adjacent client‑facing role.
• Proven success owning renewals, upsells, and customer…