About Gladly: Gladly is a customer-centered AI customer support platform built around people, not tickets. Our software helps brands deliver radically personal service at scale by integrating every channel into a single, lifelong conversation stream. We foster a collaborative, inclusive culture that prioritizes growth, innovation, and meaningful connections. At Gladly, people are at the heart of everything we do. Our Customer Success Management team builds long-term, trusted relationships with our customers by helping them realize value, drive adoption, and achieve their business goals using Gladly. We partner cross-functionally with Sales, Support, Product, and Marketing to ensure exceptional service and measurable results. We're looking for a dedicated Renewals Manager to own the renewals motion for our mid-market customer base. The primary goal is to secure renewals and minimize churn while delivering an outstanding experience to our customers. The ideal candidate will manage the end-to-end renewal process, lead negotiations, review contracts, and collaborate across teams to ensure a smooth process. Key responsibilities include: - Managing the renewal process for a portfolio of mid-market accounts - Leading negotiations to secure favorable agreements - Identifying early warning signs of risk and coordinating internal efforts - Communicating professionally and empathetically with customers via phone and email We're seeking a highly organized, detail-oriented individual with commercial acumen and strong teamwork abilities. Experience with Salesforce (or equivalent CRM) is a plus. At Gladly, we believe in challenging the status quo, celebrating grit, and striving for excellence. We thrive as a team by embracing transparency, collaboration, and a customer-first mindset.