Manager, Customer Service​/HelpDesk

We're growing our Customer Success team at One Signal and looking for a Renewals Manager to protect and retain recurring revenue across a high-volume book of business. You'll own renewals for non-managed EMEA and APAC, Scaled, and other non-managed paid accounts, ensuring customers renew on time, on the right terms, and with payments collected.

Reporting to the Director of Customer Success, you'll manage the renewal process from initial notice through signed agreement and payment, following established playbooks and pricing guidance. You'll identify risk early, resolve billing issues, and partner with Customer Success, Sales, and Finance to drive retention.

This role is ideal for someone who thrives in a fast-paced, high-volume environment, combines operational rigor with strong customer communication, and is motivated by measurable revenue retention.

• Own the end-to-end renewal cycle for a high-volume book of non-managed and Scaled accounts across EMEA and APAC, from 90-day notice through signature and payment.
• Execute structured, digital-first renewal cadences using email, reminders, and calls to drive timely renewals.
• Negotiate standard renewals within established pricing and packaging guidelines, including contract terms, price adjustments, and plan changes.
• Partner with Finance to resolve overdue invoices, failed payments, and billing disputes, securing payment and establishing payment plans when appropriate.
• Monitor account health, usage, and payment signals in Planhat, Salesforce, and billing systems to identify renewal risk and proactively mitigate churn.
• Identify expansion opportunities and elevate strategic or complex renewals to the appropriate Customer Success Manager or Account Executive with clear context.
• Maintain accurate renewal records, forecasts, and dashboards while partnering cross-functionally to improve renewal processes, collections, and retention outcomes.

• 2+ years of experience in B2B SaaS renewals, account management, inside sales, collections, or customer success, ideally managing a high-volume book of business.
• Demonstrated success achieving renewal, retention, or collections targets, with measurable results.
• Exceptional organizational skills and the ability to manage hundreds of renewal dates, quotes, and invoices simultaneously.
• Strong attention to detail across contracts, order forms, pricing, and billing records.
• Confidence navigating difficult customer conversations around pricing, overdue payments, and cancellations with a firm, empathetic approach.
• Clear, concise written communication and proficiency with CRM, customer data, and spreadsheet tools such as Salesforce and Planhat.
• Working knowledge of SaaS contract terms, including auto-renewals, notice periods, and payment terms, with flexibility to support customers across EMEA and APAC time zones.

We value a variety of experiences. While not required, experience in any of the following would be a plus:

• Proficiency in an additional European language, such as French, German, or Spanish.
• Experience in credit control, accounts receivable, or subscription billing within a SaaS or subscription-based business.
• Familiarity with customer success platforms (e.g., Planhat), subscription billing tools (e.g., Recurly, Stripe, or Chargebee), martech or customer engagement products, or using AI tools to analyze account data and scale customer outreach.