Job Description
Note: The job is a remote job and is open to candidates in USA. Yoodli is an AI roleplay simulator that helps individuals and teams master communication through experiential learning. The Customer Success Manager - Renewals will own the end-to-end renewal process for Yoodli's high-volume customer segment, focusing on driving on-time renewals and managing a structured outreach cadence.
Responsibilities
- Own the full renewal lifecycle for a high-volume book of business
- Manage a growing portfolio of Tier 4 renewals ($10K and under) with increasing quarterly transaction volume
- Run a structured cadence - 120-day, 90-day, and 60-day touchpoints - to drive on-time renewals
- Lead pricing negotiations and contract restructuring conversations directly with customers
- Identify and execute save plays for at-risk renewals, partnering with CSMs when strategic context is needed
- Maintain accurate pipeline and forecast data in the CRM at all times
- Develop and refine renewal playbooks, email templates, and talk tracks for the Tier 4 segment
- Surface patterns in churn, downsell, and objection themes to inform broader CS and Product strategy
- Partner with RevOps to improve renewal workflows, automation, and reporting
- Maintain rigorous CRM hygiene, every deal, every stage, every note
- Work closely with CSMs to stay informed on account health and adoption context ahead of renewal conversations
- Flag expansion signals to Account Management or CSMs when customers express interest in growing their usage
- Partner with Finance and Legal on non-standard terms, co-terms, and restructuring
- Share customer feedback and renewal insights with Product and CS leadership
Skills
- 3+ years of experience in renewal management, commercial customer success, or transactional post-sales roles in SaaS
- Proven track record of managing a high volume of renewals or commercial transactions simultaneously
- Comfortable leading pricing and contract negotiations with customers directly
- Highly organized, detail-oriented, and process-driven, you don't let deals slip through the cracks
- Strong CRM discipline with a habit of keeping pipeline data current and accurate
- Clear, concise communicator who can move customers to action efficiently
- Thrives in a fast-paced, high-growth environment with evolving priorities
- Experience in a dedicated renewal management function (vs. renewals as part of a broader CSM role)
- Experience building or improving renewal playbooks and processes from scratch
- Comfort with data analysis, pulling reports, spotting trends, and using data to prioritize your book
Benefits
- Equity at a fast-growing, category-defining company
- Health, dental, and vision insurance
- 401(k)
- Flexible PTO
- Free lunches/snacks at the office
Company Overview