Renewals Specialist

The Renewals Specialist is responsible for the transactional details of renewing our current customer base. They also own forecasting renewals and flagging risk to their partner teams. The Observability Architect and Engagement Management teams provide value for customers throughout the customer lifecycle with the charter of retaining and growing our customer base. Throughout that lifecycle, usually in the last six months of a contract, the Renewals team processes the renewals for these customers. 

You will be primarily responsible for tracking, processing and forecasting renewals along with flagging risk to Sales, Observability Architect and Engagement Management. You are the conduit between the customer and our account team on all things renewal related, partnering with the Sales and the Observability Architect to execute on their strategy. Primary metrics for this role are proportion of on-time renewals, retention rate and term length increased. 

You’ll have the opportunity to drive millions of dollars of impact in and help build a relatively new function for Grafana Labs. You will be a critical team member to help shape the future of what renewals look like at Grafana.

Responsibilities:

• Be a key business partner to the Observability Architecture and Sales teams, enthusiastically renewing our existing customer accounts, which could also include upgrading them to new pricing

• Own the forecasting of renewals for the business

• Manage a 2 quarter out renewal pipeline, partnering closely with the account team and providing a seamless experience to our customers

• Self-motivated to overachieve on weekly, monthly and quarterly targets (activity, renewal attainment).

• Work with the customer success scale team to develop pre-emptive campaigns as you notice commonalities in churn requests

• Collaborate with the account teams to develop and execute renewals strategy, improve product adoption, and address churn risk in the business

• Maintain a high level of professionalism, empathy, curiosity

• Work with the team to enhance customer documentation and create internal enablement material

Requirements:

• 2+ years of experience owning renewals or in a Customer Success, TAM or other role which influences the renewals process

• Fluent in French and/or Spanish

• Solid business knowledge - curious and keen to learn 

• Strong numeracy skills

• We’re a startup so your job duties will be varied, complex, and will require strong judgment, collaboration, and leadership

• We are a remote first company so you should be comfortable and skilled at working remotely with an international team

• You will need first class written and verbal communication skills both to collaborate with a broad range our remote-first internal teams and with our worldwide customers

In the United Kingdom, the OTE compensation range for this role is £60,000 - £73,000.  Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable), and other benefits listed on our careers page.