Manager, Customer Service​/HelpDesk

One Signal is the autonomous lifecycle marketing engine for B2C app companies. Marketers can orchestrate the campaigns that onboard, engage, and retain users, increasing LTV and reducing churn. Companies like Zynga,  , and Philips use One Signal to drive outcomes with AI that scales with you.

We’re Series C, venture-backed by Signal Fire, Rakuten Ventures, Y Combinator, Hub Spot, and BAM Elevate. We offer remote work as the default option in the United States in California, Colorado, Florida, Massachusetts, New York, New Jersey, Ohio, Oregon, Pennsylvania, Texas, Utah and Washington. As well as in the UK, Singapore, and Canada - with plans to expand the locations we support in the future.

Some roles are hybrid roles and will be listed as such. We have offices in San Francisco and San Mateo in CA, in London, UK, and offer flex seating options for employees to work together in-person in NY and other areas. Hiring in Singapore is done in partnership with a local EOR, and hiring in Canada is done in partnership with Rippling's EOR.

One Signal has a lot of the great tech startup qualities you'd expect, but we don't stop there. Our massive scale and small team, emphasis on collaboration, and focus on ownership and personal growth make One Signal a uniquely great place to work.

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…