Own end-to-end renewal for high-volume accounts, ensuring timely renewals and GRR.
Manage customer relationships: amendments, billing inquiries, CRM data accuracy.
Handle downgrades per policy; identify and escalate retention risks.
Lead customer calls and virtual meetings for renewal and retention.
Collaborate with CSMs to deliver a unified customer experience.
Primary contact for commercial escalations with Finance and Legal on renewals.

🎯 Requirements

1-2 years in a customer-facing role (Account Mgmt/Sales/Support/CS).
Experience handling retention and escalations.
Comfort with live customer calls and virtual meetings.
Excellent written and verbal English with executive presence.
Willing to work aligned with North America Central Time.
Experience in B2B SaaS/tech; Salesforce and Gainsight knowledge.

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