Customer Success Advisor – Renewals

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

📋 Description

• Oversee renewals from the initial quote to the signed order for self-service and mid-market clients.

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

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

• Handle cancellation and charge dispute discussions while adhering to retention and refund policies.

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

• Work alongside AI agents on routine renewal and billing activities.

• Review and amend customer communications generated by AI.

• Train AI agents and offer feedback to enhance standard workflows.

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

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

• Promote an inclusive and supportive workplace culture.

⛳️ Requirements

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

• Strong commercial acumen to quote, clarify pricing changes, and apply pricing and discount structures.

• Experience in personally creating automations or agentic workflows using n8n, Zapier, or similar tools.

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

• Proficiency in both English and Spanish.

• Capability to handle high-volume customer cases while ensuring CRM cleanliness.

• Availability for customer interactions during US business hours.

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

• Experience with usage-based or credit-based SaaS pricing models is a bonus.

• Legally authorized to work in the specified location without sponsorship.

• Must reside within the Americas time zones.

🏝️ Benefits

• Share Appreciation Rights (SARs).

• Flexible working hours and asynchronous work options.

• Remote work budget of €1,000 annually, or up to €2,000 from day one for laptop purchases.

• 3.5% budget allocated for learning and development.

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

• Access to TestGorilla community groups.

• Paid parental leave ranging from 8 to 16 weeks.

• Customized return-to-work strategies.

• Unlimited and flexible time-off policy.

• Fully remote work arrangement.