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Confirm is a B2B SaaS workforce enablement platform that connects learning, engagement, and performance using intelligent technology and data. The company is B Corp certified and a Platinum Investors in People organisation, with multiple Gold wins at the Learning Technologies Awards.
In this role, you will lead scaled, data-driven customer success programs designed to retain, engage, and grow a high volume of customers efficiently. Rather than relying on one-on-one account management, you'll build tech-touch strategies, manage digital engagement tools, and optimize operations to drive low-cost customer lifetime value.
Key responsibilities:
- Own the complete renewal process for your book of business: forecasting, negotiation, and close, ensuring all renewals close on or before contract end date
- Deliver Gross Renewal Rate (GRR) and upsell targets; this is the primary performance measure tracked monthly against quota
- Proactively identify potential issues and coordinate with product and support teams to resolve them before they impact renewals
- Maintain personalized customer relationships at scale, building deep understanding of customer needs and establishing retention goals
- Promote Confirm's solution and services through external channels (e.g., LinkedIn)
- Partner with Product, Marketing, and Customer Success to identify and distribute proven use-case content across omni-channel plays
- Execute and improve scalable CVM programs, playbooks, and workflows for high-volume client segments
- Deliver training sessions, webinars, and scalable enablement content to drive product value realization
- Create and share impact reports using automation for SMB business reviews; use every SBR to reinforce the renewal case
- Flag cross-sell opportunities (CSQLs) to the Account Management team
- Demonstrate commercial operational excellence by using CRM tools to track renewal pipeline, touchpoints, and forecasting
Requirements:
- Proven hands-on experience managing the renewal cycle in a B2B SaaS environment, with a track record of driving customer value and satisfaction
- Clear communicator who delivers efficient communication with customers and colleagues at all levels
- Results-focused with high comfort with tangible goals, quota accountability, and strong desire for success
- Extremely comfortable with technology; ability to navigate internal tools and products successfully
- Critical thinker with logical and analytical mindset
- Excellent time management, organization, and prioritization skills; strong accountability for delivering on promises
- Passion for continuous improvement and optimizing practices, approach, and interactions
- Adaptable and comfortable working in dynamic environments; positive and agile mindset
