Customer Success Renewal Specialist; Remote Eligible - Costa Rica)

Position: Customer Success Renewal Specialist (Remote Eligible - Costa Rica)
For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking.

That is magic at work, and it’s what we show up for every day.

As Customer Success Renewal Specialist, you will support the Customer Success Organization in driving a  high volume portfolio of customer renewals proactively and  ideal Renewal Specialist is an experienced professional with an 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 role will report to our Sr.Manager

of Renewal Management in Costa Rica and this role is based in San José, Costa Rica. This role has flexibility to work remotely, but will need to be able to come into the office as required for training and business needs.

You Will:  Prepare and deliver high-volume renewals while handling continual customer requests and internal queries

Work directly with customers to negotiate the renewal, including pricing and service term discussions Understand and align customer’s business needs and goals to generate renewal quotes

Ensure that renewals are closed on a timely basis

Collaborate with Sales and Customer Success Managers on renewals strategy and plans, leveraging customer analytics and metrics

Liaise with customers to ensure POs and order forms are accurately completed Maintain high levels of data quality in our CRM tool through attention to detail and comprehensive updates

Proactively recognize issues that may impact a renewal and quickly identify resources to help resolve the issue(s)
Work with an assigned territory of accounts and/or manage the routing and work allocation across teams using the SFDC Service Cloud case system

Perform other duties as assigned.

You Have:  2+ years B2B SaaS experience; familiarity with SaaS renewal motions

Ability to handle multiple tasks in an efficient and professional manner

Experience working through pre-set processes, while also seeking efficiencies in improving processes Strong sense of urgency and efficiency in completing work within set deadlines

Negotiation skills with experience driving contracts to completion is preferred

Experience analyzing complex problems, developing recommended solutions, and/or managing risk Motivated by an entrepreneurial mindset and comfortable with ambiguity Comfortable working in a fast-paced and dynamic environment

Experience working with Salesforce or other CRM systems

Strong command of English language both oral and written (C1+ and above)
Perks & Benefits:

Fully paid Health & Life insurance for full-time employees and family members

Monthly stipend to support your work and productivity

Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
12 days paid Vacation + Flexible Time Away Program
20 weeks fully paid Maternity Leave
12 weeks fully paid Paternity/Adoption Leave Personal paid Volunteer Day to support our community

Opportunities for professional growth and development including access to Linked In Learning online courses

Company Funded Perks including a counseling membership and your own personal Smartsheet account

Teleworking options from any registered location in Costa Rica (role specific)
Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push…