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Salary: USD 24,000 - 55,000 / annual
Gladly is a customer experience AI platform trusted by leading brands like Crate & Barrel, Breeze Airways, and Ulta Beauty. The platform powers 450M+ conversations globally and has delivered $510M+ in cumulative cost savings for customers while driving a 65% increase in CSAT.
You'll join the Customer Success Management team as a Renewals Manager, owning the end-to-end renewal process for a portfolio of growth accounts. This is a commercially-minded team that treats retention and revenue growth as inseparable, partnering closely with Strategic Account Management, Finance, and Sales.
In this role, you will:
- Manage the complete renewal lifecycle from initial outreach through signed agreement, measured on revenue retention and growth (including price increases and product expansion like Sidekick)
- Lead commercial negotiations using established best practices to secure favorable agreements that balance customer satisfaction with revenue outcomes
- Identify early warning signs of churn risk and coordinate cross-functionally with Sales, Customer Success, Finance, and Revenue Operations to keep renewals on track
- Maintain accurate documentation of renewal activities in Slack and Salesforce for forecasting and reporting
- Communicate professionally and empathetically with customers via phone and email, maintaining high satisfaction throughout the renewal process
This role is based in Colombia and supports US-based growth accounts, requiring strong English communication skills (C1+) and comfort working across time zones. There is a clear path to grow into a Strategic Account Manager position.
REQUIREMENTS:
- Hands-on experience reviewing contracts and negotiating terms with customers, gained through a Customer Success, Account Management, or similar client-facing revenue role, preferably in B2B SaaS (noted as the most important qualification)
- Demonstrated experience managing a high volume of renewals while maintaining accuracy and customer empathy
- Strong English proficiency (C1+) required
- Highly organized, detail-oriented, and able to manage multiple renewal cycles simultaneously
- Comfortable navigating ambiguity and working with imperfect or incomplete data; resourcefulness to help build processes
- Exceptional verbal and written communication skills for remote-first, cross-time-zone collaboration
- Strong teamwork and cross-functional collaboration abilities
- Familiarity with Salesforce or equivalent CRM
- Disciplined about protecting customer information and maintaining confidentiality across multiple concurrent contracts
