Global Senior Renewals Manager, North America

*This position is based in North America*

About mParticle

mParticle is widely recognized as one of the leading customer data platforms, serving hundreds of global brands and helping them turn data to insights, and insights to action. Built on top of end to end streaming architecture, we are committed to empowering businesses to deliver personalized and engaging experiences to their customers across all screens and devices. We believe that the opportunity to help teams activate insights from their customer data to deliver more personalized and adaptive experiences is more important than ever.

We at mParticle choose to create a company that is as diverse and inclusive as the world we live in by attracting, growing & keeping the best talent. Employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About the job

We are seeking a North America based Global Senior Renewals Manager who can provide strategic consultation and expertise to our Customer Success organization by owning mParticle’s customer renewal program. As a Renewal Manager, you will play a meaningful role in building and managing the renewals processes across mParticle’s global Customer Success organization. This is an IC level role with the opportunity to grow and lead the function at a global scale.

Your mission is to maintain regional renewal forecasts, identify and communicate retention risks, and be responsible for the continued optimization of the Customer Success team operations that drive an outstanding customer renewal experience. You will help develop and define the playbook for escalated renewals, working closely with the Customer Success team to meet and exceed our customer retention goals each quarter.

About the Candidate

The Successful candidate will:

• Own mParticle's renewal forecasting process and output, maintaining an accurate and repeatable forecast at both the global and regional levels.
• Optimize renewals processes to improve revenue retention, surface risk early and implement strategies to mitigate this risk.
• Conduct and provide analysis of customer renewal key performance indicators (critical metrics), with a mission of growing customer renewal rate and timely renewals.
• Support Customer Success Managers in driving renewal negotiations across our customer base to ensure quarterly and yearly renewal numbers are met or exceeded.
• Represent mParticle during a pivotal period in the customer lifecycle; understand and speak to mParticle’s value proposition in an increasingly competitive and crowded market
• Cultivate relationships with functional leadership across Customer Success, Sales, Operations, Finance to standardize standard methodologies and drive operational efficiency.
• Actively engage with key customer contacts and internal CSMs to identify renewal dependencies, uncover potential roadblocks, and drive resolution to ensure timely commitments.
• Review renewal contract terms and conditions to ensure company wide consistency.
• Negotiate and fulfill renewal changes/modifications as appropriate, and streamline contract processes within SFDC in collaboration with CS Leadership, Operations, Finance and Legal.

Is this opportunity right for you? We are looking for candidates who have:

• 5+ years of experience in Renewal Management or Customer Success with a focus on building or improving renewals functions
• Demonstrated ability to negotiate contracts, illustrate customer ROI and maintain high retention rates for a SasS technology
• Experience leading or owning a renewals function (Global experience a plus)
• Comfortable negotiating complex products and multi-component contracts
• Has a good understanding of SaaS and Professional Services engagements with global customers and team members (Enterprise a plus)
• Ability to execute on pivotal initiatives, ie: implementing new processes and initiatives in a well-planned, well-documented and organized manner
• Experience working with Salesforce required, experience working with Customer Success Software (Totango, Catalyst.io) a plus
• Based on the east coast or willing to work east coast hours

The ideal candidate will/have/be:

• Industry experience is desired, with familiarity in mobile, data-driven marketing and SaaS solutions for marketing.
• Ability to set and execute on priorities within a fun and fast-paced environment.
• Excellent collaborator, with the ability to engage across multiple teams to drive an outcome.
• Aptitude for building and change management, setting new standards, processes and workflows.
• Desire to be a key player within a strong team focused on exceeding client expectations.

Perks & Benefits

• We offer a holistic benefits package that includes comprehensive health care coverage, encompassing medical, dental, and vision, fully covered by the company for employees enrolled in our baseline plan. Additionally, we extend cost-effective sharing options for dependents, ensuring accessibility to necessary care for you and your loved ones while maintaining affordability for all. Our commitment to well-being also includes Mental health resources through Modern Health and pet insurance for our furry friends.
• A truly adaptable work setting with flexible time off, 11 paid company holidays, and quarterly mental health reboot days in a 100% remote environment.
• An ownership culture where individuals receive stock options and can fully participate in mParticle’s success.
• 100% fully paid parental leave for all employees (12 weeks for the birth-parent & 6 weeks for the non-birth parent) and real encouragement to take that time to bond as a family
• Remote work allowance to ensure you’re fully set up for success

The US base salary range for this full-time position is $139,000-$153,000 based on location and level of experience + 25% target variable + equity + benefits.

PLEASE NOTE: Our hiring team will only ever reach out to you via an @mparticle.com email address. Any website purporting to be mParticle that isn't hosted at mparticle.com or a subdomain is phishing or a scam. If you believe you've been targeted with a phishing attack centered around a job at mParticle, please contact us at [email protected].