About the Role:
We are looking for a Customer Success Specialist – Renewals & Revenue who will own the renewal lifecycle and revenue retention for our existing customer base.
This role is responsible for proactively engaging customers ahead of renewals, ensuring value realization from our product, and maintaining strong relationships to drive high renewal rates, minimize churn, and sustain ARR growth.
The ideal candidate will combine customer relationship management, analytical thinking, and commercial acumen to ensure customers continue to derive value while meeting revenue and margin goals.
Key Responsibilities
Renewal Management
- Maintain and manage a renewal pipeline of all existing customers, ensuring full visibility of upcoming renewals.
- Proactively engage customers well ahead of renewal cycles to assess product usage, satisfaction, and risks.
- Drive the end-to-end renewal process ensuring timely renewals and avoiding last-minute escalations.
Customer Engagement & Value Realization
- Build strong relationships with existing customers and act as a trusted advisor.
- Understand customer usage of the platform and identify adoption gaps, issues, or improvement opportunities.
- Work cross-functionally with Product, Support, and Engineering to resolve customer concerns impacting renewals.
Revenue Ownership
- Own and maintain Annual Recurring Revenue (ARR) from existing customers.
- Ensure renewal margins are maintained while negotiating renewals where required.
- Identify opportunities for revenue protection and expansion within existing accounts.
Customer Segmentation
- Segment customers based on revenue, strategic value, and risk profile.
- Implement different engagement strategies for high-value and strategic accounts.
Analytics & Reporting
- Track and report key metrics such as:
- Renewal Rate
- Churn Rate
- ARR Retention
- Analyze reasons for churn or renewal risks and provide data-backed insights and action plans.
- Maintain accurate renewal forecasting and pipeline reporting.
Churn Prevention
- Identify early warning signs of potential churn.
- Develop proactive strategies to mitigate risk and ensure long-term retention.
Required Skills & Experience
- 3–6 years of experience in Customer Success, Account Management, or Renewals Management.
- Experience managing subscription-based or SaaS renewals is highly preferred.
- Strong customer relationship and stakeholder management skills.
- Ability to analyze customer data and convert insights into actions.
- Commercial mindset with experience managing ARR and revenue targets.
- Strong communication, negotiation, and problem-solving skills.
- Experience working cross-functionally with sales, product, and support teams.
Key Success Metrics
- Renewal Rate
- Gross Revenue Retention
- Net Revenue Retention
- Churn Rate
- ARR from existing customers
- Customer satisfaction and engagement levels
Why Join Us
- Opportunity to drive revenue growth from existing customers.
- Work closely with product, leadership, and customer teams.
- Be part of a growing product-driven organization where customer success directly impacts business growth.
Pay: From ₹600,000.00 per year
Benefits:
Experience:
- customer success: 3 years (Preferred)
Location:
- Mathikere, Bengaluru, Karnataka (Required)
Work Location: In person
