Customer Success Specialist

About the Company

Renewtrak is revolutionizing how major technology firms and their channel partners manage contract renewals by leveraging an AI-powered platform that automates the renewal process. This platform acts as an orchestration layer integrated with CRM, CPQ, CSP, and ERP systems to streamline the entire renewal lifecycle, saving time, driving higher retention, increasing net revenue retention (NRR), and enhancing customer experience.

Role Overview

We are seeking a Customer Success Specialist to manage a portfolio of SMB to mid-market clients. Reporting directly to the CEO and collaborating with the Customer Success team, this high-impact position involves full ownership of renewal and retention goals, as well as end-to-end account management from day one. This role is not about following existing procedures but about creating new strategies, automating processes, and optimizing workflows.

Work Hours

Renewtrak operates globally, requiring regular work schedule overlap with Australia/New Zealand (ANZ) business mornings. For US East Coast candidates, this means a shift toward later working hours, while West Coast candidates will experience more natural overlap. Those who enjoy non-standard hours and working with international teams will find this role rewarding.

Primary Responsibilities

• Manage a portfolio of SMB and mid-market accounts across onboarding, adoption, expansion, and the full renewal lifecycle.
• Achieve assigned renewal and retention targets by owning a revenue quota and managing growth and retention within your accounts.
• Deliver measurable results by helping customers quickly realize value, track success metrics, and proactively identify risks or growth opportunities.
• Innovate by designing new processes, automations, and engagement strategies rather than merely executing existing ones.
• Serve as the customer advocate by collecting and communicating feedback, feature requests, and pain points to Product and Engineering teams.
• Support senior Customer Success leadership with strategic account planning, reporting, and product demonstrations for channel partners.
• Collaborate across US and ANZ time zones with clients, partners, and internal teams to ensure smooth operations.

Desired Qualifications

• 2 to 4 years experience in Customer Success, Account Management, Renewals, or client-facing roles within SaaS companies.
• Comfortable managing revenue goals and being accountable for business outcomes.
• A proactive mindset focused on building and refining processes instead of relying on established playbooks.
• Interest and motivation to explore new technology tools, including AI, and automate routine tasks independently.
• Excellent verbal and written communication skills capable of simplifying complex information for diverse audiences, from founders to executives.
• Confident in delivering presentations and software demonstrations to external partners and clients.
• Strong organizational capabilities to effectively handle multiple client segments simultaneously.
• Comfort with analyzing data and extracting actionable insights to tell compelling stories.
• Willingness and enthusiasm for working across multiple time zones, especially overlapping with ANZ business hours.
• Knowledge of the IT channel is advantageous but not mandatory.

What You Gain

• Opportunity to help redefine how top technology vendors manage recurring revenue streams.
• Direct involvement with senior leadership and the C-suite, influencing strategy and product evolution daily.
• Ownership of your accounts and revenue targets from the outset, not just a shadow role.
• Clear career growth potential as the company scales, with opportunities for leadership roles for early contributors.
• Flexible remote-first work within the United States (subject to scheduling requirements).
• Competitive base salary, comprehensive health insurance, and a 401(k) retirement plan.