Manager, Customer Service​/HelpDesk

Renewals Manager

At Touch Source, we do things differently. We believe in excellence and execution. We create partnerships and collaborate transparently to deliver a different kind of experience for our customers. We believe in simplicity. We’re a good partner to our customers. And we bring innovation to everything we do. Just ask the 11,000 customers we’ve proudly served the Touch Source way.

We’re a Colorado-based company in the Property Technology industry. And we’re growing by double digits because the market is hot, changing rapidly and we’re the market leader.

We are looking for a full‑time Renewals Manager to join our team to maintain our industry‑leading SaaS renewal rates, and to provide world‑class service to our 5,000+ software subscription customers.

To perform this job successfully, an individual must be able to perform each essential function mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Necessary accommodations will be provided in compliance with the Americans with Disabilities Act and state or local law. The statements in this job description are intended to describe the essential nature and level of work being performed.

They are not intended to be ALL responsibilities or qualifications of the job.

• Responsible for maintaining a 95% renewal rate by managing our customer communications and policies related to renewal reminders, billing, collections, and retention.
• Serve as the primary owner for any questions and issues related to subscription renewals.
• Regularly publish performance metrics for renewals and ARR.
• Maintain a proactive communication cadence with our customers to ensure that they stay satisfied and that we keep current contact information.
• Manage unique billing, service, and informational requests from our key accounts with custom subscription products and terms.
• Oversee collections and retention to minimize overdue invoices.
• Supervise a team handling inbound customer requests, collections, and outreach. Oversee caseload and case metrics to maintain customer satisfaction. As needed, directly manage customer cases and escalations.
• Create and maintain business processes and a cadence to ensure that weekly and monthly tasks are completed accurately and on time.
• Responsible for renewal pricing and communicating regular increases. Create opportunities for our customers to upgrade. Find solutions to retain customers who have budget limitations.
• Become an expert user of Maxio, our subscriptions management platform, and Salesforce, our CRM. Ensure we follow proper procedures to correctly maintain subscription data in all systems. (System administration for Maxio and Salesforce is done by others.)
• Serve as the point of contact to our third‑party content providers. Send reporting to them, approve costs, and ensure we receive services.
• Work cross‑functionally with Sales, Support, CSM, and Finance to ensure customer satisfaction and retention.

• Bachelor’s degree
• 5+ years of customer management experience in a software company.
• Highly organized with strong communication skills; team player; excellent phone presence
• Comfortable in a fast‑paced, demanding environment
• Ability to interact successfully with clients who range from senior leadership to front‑line employees
• Understanding of a subscription business model and metrics
• Proficiency with using Microsoft Software (Windows, Office 365)
• Preferred:
  Existing knowledge of Salesforce and Touch Source products
• We have a “Local/Remote” office policy. We hire locally and you must be able to meet at our Lafayette CO office when needed; but we have flexibility and allow remote work.

• Competitive salary and bonuses based on achievable goals.
• Healthcare benefits including Health, Dental, Vision, Life Insurance, HSA/FSA, & Employee Assistance Program.
• 401k with employer matching.
• Paid Time Off.
• Paid holidays.
• Growth opportunities that accompany a high growth organization.
• Training in top shelf business, software and B2B practices from Fortune 500 executives.
• Fun and supportive work environment.
• Top‑rated company culture.

Touch Source is…