FOCustomer Success Renewals Manager
Formstack is a secure workplace productivity platform built to produce ingenious solutions to the everyday work that slow organizations down.
Who You AreYou are driven, curious, and can collaborate with just about anyone. You understand a sales mindset but are also a stickler for process. You’re an exceptional communicator who can remove barriers to customer retention while collaborating with the account management and customer success teams to deliver high value customer experiences during the renewal process. You have strong leadership, interpersonal, and priority management skills.
What You Will DoThe Customer Success Renewals Manager will contribute to team and company goals by providing human-centric renewals support to our customers and internal sales teams. You will work under the direction of the Director of Customer Success and will work closely with the Sales, Customer Success, Account Management, and Billing teams. You will own, drive, and lead the renewals process for mid-market accounts as well as collaborate with the CSM/AM teams to drive the renewal process for Enterprise customers to preserve and enhance customer contracts and relationships.
How You Will Succeed-Establish and maintain standard operating procedures for mid-market account subscription renewals.-Utilize the Enterprise/Mid-Market renewal playbook for engagement to maximize revenue retention.-Proactively engage with customers and internal teams to coordinate upcoming subscription renewals-Actively engage with key decision-makers to identify customer requirements and uncover roadblocks to ensure on-time commitments-Maintain and report an accurate rolling 90-day forecast of renewals-Negotiate and execute renewal contracts that align to customer goals.-Work closely with the Account Management and Customer Success teams to drive incredible renewal rates and minimize churn.-Participate in Account Manager/Customer Success Manager led business reviews, and lead Renewals Meetings as needed.-Discover and identify upsell/cross-sell opportunities upon contract renewal to maximize customer growth-Work closely with our product team to provide feedback on the growing requirements of our customers.
What We Are Looking For-3-5 years experience in a customer success role, preferably with management experience-Exceptional understanding of contracts, pricing structures, and building rapport-Highly skilled with discovery techniques and negotiation.-Consistent track record of achieving personal and team goals.-Well organized with a high degree of accuracy and strong attention to detail.-The ability to effectively multi-task, manage multiple deadlines and prioritize assignments-Ability to grow business in a strategic manner, i.e. creating new processes and initiatives-Experience with Salesforce CRM and Zuora preferred-Excellent written and verbal communication skills (English required)-The ability to collaborate well within a remote team environment
What Formstack Offers for Full-Time Employees in the US and Canada:- Competitive health plans, Dental, Vision, Disability, and Life Insurance Benefits for US and Canadian full-time employees.- Monthly Health & Wellness and Technology stipends- Half-day Fridays- Unlimited PTO for all employees.- 401k & Roth w/ safe harbor match (the US and Canada)- The most up-to-date technology, including company-issued Macs, the latest software, and other tools needed to excel at your job- Company-paid conferences and extended learning opportunities- Yearly company and team gatherings
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. Formstack is dedicated to building a diverse, inclusive, and authentic workplace. if you’re excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Formstack is an equal-opportunity employer. We are passionately committed to equitable hiring and boldly dedicated to diversity in our work and staff. We do not discriminate in employment opportunities or practices based on actual or perceived race, color, religion, national origin, sex (including pregnancy, childbirth, or related conditions), age, marital status, sexual orientation, gender identity or expression, veteran status, uniform service member status, disability or any other characteristic protected by law. Women, people of color, bilingual and bicultural individuals, LGBTQ+ persons, and people with disabilities are encouraged to apply.
All data collected in our application process, from resume collection to application questions, is used for recruitment purposes only. We will store it in our applicant tracking system, Lever, and will not share this data with anyone else. We will keep your data until the role is filled and only continue to store it if we feel you may fit future roles.
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About the job
Apply before
May 12, 2024
Posted on
Mar 13, 2024
Job type
Full Time
Experience level
Mid-level
Location requirements
United StatesHiring timezones
Canada +/- 0 hours, and 1 other timezoneJob categories
About Formstack
Learn more about Formstack and their company culture.
Formstack is a secure workplace productivity platform built to produce ingenious solutions to the everyday work that slow organizations down. From eliminating paper forms to breaking digital silos, Formstack empowers anyone to quickly and easily build custom forms, create documents, and collect eSignatures—all without any specialized skills or coding.
Launched in 2006, Formstack is trusted by more than 22,000 organizations worldwide, including Cleveland Clinic, NHL, Netflix, Twitter, and Butler University, to digitize information, automate workflows and transform processes.
Since its founding, Formstack has focused on fostering a strong, remote-first company culture. The company was named to Inc.’s 2020 Best Workplaces, 2019 Indiana Breakout Tech Culture Awards Winner (Top-Rated Workplace), Indiana Chamber of Commerce’s 2019 Best Places to Work (for the fourth consecutive year), Built in Colorado's 2019 Best Places to Work in Colorado, and 2017 TechPoint Mira Awards Finalist (Company Culture of the Year).
The company has also experienced tremendous growth, recognized numerous years on the Inc. 5000 List and the Indianapolis Business Journal (IBJ) Fast 25, and Colorado Springs Chamber & EDC 2018 Industry Awards (New Business of the Year).
Tech stack
Learn about the tools and technologies that Formstack uses to build, market, and sell its products.
Formstack employees can create an account to update this tech stack.
Employee benefits
Learn about the employee benefits and perks provided at Formstack.
Life insurance
We offer low-cost life insurance.
Disability insurance
We offer low-cost disability insurance.
Company meals
Enjoy lunch on us each Friday (whether you're in an office or remote)
Retirement benefits
Invest in your future with Formstack matching 401(k) contributions up to 5%.
FOFormstack
Company size
201-500
Founded in
2006
Chief executive officer
Chris Byers
Employees live in
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