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Customer Success Renewals Analyst

London, UK

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

As a Customer Success Renewals Analyst, you will support the Customer Success Organisation in driving a portfolio of customer renewals. The ideal Renewal Analyst is an experienced professional with a full 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 key role is part of the Customer Success team, reporting to the Manager, Customer Success, and is based in either London, UK or remote. 

You Will:  

  • Serve as an extended member of the Smartsheet account team to bring all assigned contract renewals to a successful conclusion 
  • Ensure a positive customer experience throughout all stages of the renewal process 
  • Partner with sales, customer success, order management, our partner organisations and senior leadership to accelerate the contract renewal process and create positive outcomes 
  • Build and communicate an accurate forecast for upcoming renewals 
  • Identify and highlight any renewal risk to your partners and work with all team members in order to develop resolution strategies 
  • Evaluate your portfolio to prioritise time to render the most favourable outcomes 
  • Highlight opportunities for process improvement 
  • Perform other duties as assigned 

You Have:  

  • 5+ years of Sales, Customer Success or Finance experience.
  • 2+ years of experience working in a software renewal role.
  • Strong negotiation skills with experience driving contracts to completion. 
  • Experience analysing complex problems, developing recommended solutions, and/or managing risk 
  • Strong sense of urgency and efficiency in completing work within set deadlines.
  • Familiarity with project management methodologies and the ability to use those in service of managing the renewal cycle.
  • Motivated by an entrepreneurial mindset and comfortable with ambiguity. 
  • Experience working with Salesforce (essential), Gainsight and Smartsheet (preferred).
  • Understanding of the legal frameworks around SaaS renewals.
  • Legally eligible to work in the UK on an ongoing basis

Perks & Benefits:

  • Employer-paid Private Medical and Dental, additional cost for family members
  • Equity - Restricted Stock Units (RSUs) for eligible roles
  • Monthly contributions toward your pension
  • Monthly stipend to support your work and productivity
  • 25 days paid for Holiday + Bank Holidays + 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 Udemy online courses
  • Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account.
  • Teleworking options from any registered location in the UK (role specific)

 

Get to Know Us:

At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, and Japan. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. 

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

 

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At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members. Individuals seeking employment at Smartsheet are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category in the US, UK, and Australia.

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