Customer Success Manager - Renewals

Yoodli AI Roleplays is redefining communication mastery through AI roleplay simulations. The Customer Success Manager - Renewals will manage the end-to-end renewal process for a high-volume customer segment, focusing on structured outreach and transactional execution to drive on-time renewals and maintain pipeline accuracy.

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

Requirements:

• 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