Renewals Manager Role A 50-word summary: Manage the end-to-end renewal process for mid-market accounts, lead negotiations, identify early warning signs of risk, and maintain high customer satisfaction throughout the renewal process. About the Opportunity Gladly, a customer-centered AI customer support platform, is looking for a dedicated Renewals Manager to own the renewals motion for our mid-market customer base. You'll act as the primary point of contact for renewal-related inquiries, leading negotiations, reviewing contracts, and collaborating across teams to ensure a smooth process. Your Key Responsibilities - Manage the end-to-end renewal process for a portfolio of mid-market accounts - Lead negotiations using established best practices to secure favorable agreements that align with company goals - Identify early warning signs of risk and coordinate internal efforts with Sales, Customer Success, Finance, and other departments to ensure alignment - Document renewal activities in Salesforce and ensure data accuracy - Communicate professionally and empathetically with customers via phone and email, maintaining high customer satisfaction throughout the renewal process About You - 2+ years experience in Customer Success or Account Management, preferably in SaaS - Demonstrated experience managing a high volume of renewals while maintaining accuracy and customer empathy - Strong commercial acumen with experience managing and negotiating contracts - Highly organized, detail-oriented, and able to manage multiple renewal cycles simultaneously - Exceptional verbal and written communication skills to work effectively in a remote-first environment - Strong teamwork and cross-functional collaboration abilities - Familiarity with Salesforce (or equivalent CRM) Why Join Gladly? - We're not just building software—we're transforming an industry. We take a people-first approach, both in our product and our culture. - Competitive salaries, stock options, and comprehensive benefits - Generous paid time off, parental leave, and home office stipends - A fully remote work environment with opportunities for in-person team gatherings - A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive