Customer Success Advisor – Renewals

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of renewals from the initial quote to the finalized order for self-service and mid-market clients.

• Manage pricing and billing discussions, including upgrades, downgrades, and transitions to usage-based pricing.

• Clarify pricing modifications and suggest plans tailored to customer usage patterns.

• Oversee cancellation and charge-dispute dialogues within retention and refund protocols.

• Address unexpected charges and refund requests in collaboration with Finance while striving to retain customers.

• Work alongside AI agents on standard renewals and billing responsibilities.

• Edit and enhance AI-generated communications directed at customers.

• Provide training to AI agents and offer insights for the optimization of routine workflows.

• Keep precise records of renewals, plan adjustments, and disputes within the customer success platform.

• Collaborate with colleagues globally across various teams and time zones.

• Promote a culture that is inclusive and supportive.

⛳️ Requirements

• Proven experience in managing renewals and negotiations at scale within Customer Success, Renewals, Account Management, or Sales.

• Commercial acumen to quote, clarify pricing changes, and implement pricing and discount structures.

• Experience in creating automations or agent-driven workflows using tools like n8n, Zapier, or similar platforms.

• Background in working with AI agents or automation in a customer-facing capacity.

• Proficiency in both English and Spanish.

• Capability to handle a high volume of customer cases while maintaining CRM accuracy.

• Availability for customer interactions during US business hours.

• Familiarity with Chargebee, Zendesk, HubSpot, n8n, Jira, or Confluence is a plus.

• Experience with usage-based or credit-based SaaS pricing models is an added advantage.

• Must possess legal authorization to work in the specified location without sponsorship.

• Candidates should be located within the Americas time zones.

🏝️ Benefits

• Share Appreciation Rights (SARs).

• Flexible working hours and asynchronous work opportunities.

• An annual remote work budget of €1,000, or up to €2,000 from day one for laptop acquisition.

• A learning and development budget of 3.5%.

• Optional virtual social events, AMAs, and regular team meetings.

• Access to TestGorilla community groups.

• Paid parental leave for 8–16 weeks.

• Customized return-to-work strategies.

• Unlimited and flexible time off policy.

• Fully remote work setup.