Customer Success Renewal Specialist

Commerce
Austin
Workplace: HybridFull timeUSD 61,635 - 104,236 annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Critical thinking","Negotiation","Problem-solving","Stakeholder management"]

Own renewal outcomes for at-risk merchants by building renewal strategies that prevent churn. Engage consistently through the renewal sales cycle, resolve merchant concerns using your knowledge of the platform, and negotiate multi-year subscription renewals. Collaborate closely with Sales, Customer Success, Product, and Business Development to improve customer experience, identify upsell/cross-sell opportunities, and develop retention plans based on merchant feedback.

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FursaFursa
Commerce
Commerce
1 month ago

Customer Success Renewal Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Own renewal outcomes for at-risk merchants by building renewal strategies that prevent churn. Engage consistently through the renewal sales cycle, resolve merchant concerns using your knowledge of the platform, and negotiate multi-year subscription renewals. Collaborate closely with Sales, Customer Success, Product, and Business Development to improve customer experience, identify upsell/cross-sell opportunities, and develop retention plans based on merchant feedback.
Location: Austin
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Identify at-risk customers and develop renewal strategies to prevent churn.
  • •Maintain customer engagement throughout the renewal sales cycle and negotiate multi-year subscription renewals.
  • •Assist with closing renewal deals and ensure renewals are on time and within budget.
  • •Identify and close upsell/cross-sell opportunities during renewal engagements and maintain active opportunities.
  • •Analyze merchant behavior and coordinate with Sales, Customer Success, Product, and Business Development to improve functionality and resolve issues.

Pay and Benefits

Salary: USD 61,635 - 104,236 annually

Key Requirements

  • •Minimum 2 years in a renewal or sales role, with a strong foundation in negotiation tactics.
  • •Experience in a customer-facing, service-oriented role.
  • •Exceptional written and verbal communication skills, including resolving difficult situations and securing buy-in from stakeholders.
  • •Proficiency with MS Office, Google Workspace, and Tableau; experience with Salesforce CRM and Zendesk preferred.
  • •Strong aptitude for web, eCommerce, and hosting technologies and how they work together.
Experience:2+ years
Skills:CommunicationCritical thinkingNegotiationProblem-solvingStakeholder management
Tech Stack:MS OfficeGoogle WorkspaceTableauSalesforceZendesk

Company Brief

Commerce
Provides a SaaS e-commerce platform enabling retailers and brands to build, run, and scale online stores with customizable storefronts, integrations, and omnichannel selling tools.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Austin, United States
Founded: 2009
WebsiteLinkedIn