Customer Success & Renewal Manager

We're Celonis, the global leader in Process Intelligence technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing AI, data and intelligence at the core of business processes - and for that, we need your help. Care to join us?

The Customer Success & Renewal Management Team is a critical component of our Sales organization, specializing in retaining our extensive portfolio of accounts within the Scale & Channel customer segment. The team is responsible for protecting and expanding our Annual Recurring Revenue (ARR) by leveraging digital engagement tools and scalable methodologies to drive high-volume, low-touch retention motions.

This Team Leader will manage a team of 6-8 Expand/Renewal Executives covering all customer expanding from LATAM, Europe, Middle and Africa. The customer base to be covered is in excess of 120 customers, out of which 50% are based in DACH.

As Customer Success & Renewal Manager for the Scale Segment, your primary mission is customer retention and ARR safeguarding. You will serve as the commercial single point of contact for your assigned territory. You’ll manage a high volume of accounts (representing 20% of the global customer base around 140 accounts), with core responsibilities including driving customer health, maximizing customer retention, owning the end‑to‑end renewal lifecycle, and strategically identifying latent upsell opportunities.

You will utilize our partner ecosystem and digital tools to achieve exponential impact and efficiency across your customer base.

• Handle critical renewal blockers with full ownership
  , defining and executing resolution paths that balance customer needs with company guidelines while safeguarding ARR and acting as the ultimate point of contact for the customer.
• Maintain a proactive issue‑prevention mindset
  , continuously analyzing customer usage patterns, feedback signals, and support trends to detect early risks and intervene before they escalated.
• Diagnose the root causes of customer challenges
  , partnering closely with the Partner team to implement effective corrective actions that eliminate recurring issues.
• Manage the Renewal Sales Cycle
  : own upcoming renewal forecasting, accurately predicting churn/downgrading risk, managing pricing negotiations, and ensuring timely contract execution to safeguard ARR.
• Drive Expand Strategy: identify and qualify latent expansion opportunities within your territory, owning the end‑to‑end of the sales cycle.
• Strategic Channel Engagement: collaborate closely with our Channel Partners to co‑manage renewal cycles, develop mutual account strategies and execution plans, and ensure seamless customer experience and revenue retention across the shared customer base.

Compensation components:

• Territory ARR with a retention rate target (70‑80%)
• Expand ARR target (20‑30%)

• Pioneer Innovation: work with the leading, award‑winning process mining technology, shaping the future of business.
• Accelerate Your Growth: benefit from clear career paths, internal mobility, a dedicated learning program, and mentorship opportunities.
• Receive Exceptional Benefits: including generous PTO, hybrid working options, company equity (RSUs), comprehensive benefits, extensive parental leave, dedicated volunteer days, and much more. Interns and working students explore your benefits here.
• Prioritize Your Well‑being: access to resources such as gym subsidies, counseling, and well‑being programs.
• Connect and Belong: find community and support through dedicated inclusion and belonging programs.
• Make Meaningful Impact: be part of a company driven by strong values that guide everything we do:
  Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future.
• Collaborate Globally: join a dynamic, international team of talented individuals.
• Empowered Environment: contribute your ideas in an open culture with autonomous teams.

Celonis makes processes work for people, companies and the planet. The Celonis Process Intelligence Platform uses industry‑leading process mining and AI technology and augments…