Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 28, 2026
Full Job Description
đź“‹ Description
- • **Own the End-to-End Renewal Process:** Take full ownership of the entire renewal lifecycle for Maintenance and Support (M&S) contracts and subscription renewals. This critical role is designed to maximize Gross Revenue Retention (GRR), ensure timely contract renewals, and cultivate a seamless, positive customer experience throughout the process.
- • **Drive Proactive Renewal Cadence:** Implement and manage a structured renewal cadence, initiating engagement at 120, 90, 60, 30, 14, and 7 days prior to contract expiry. This proactive approach ensures no renewal is missed and allows ample time for discussion and resolution.
- • **Maintain Accurate Renewal Pipeline:** Diligently maintain the renewal pipeline within the CRM, ensuring all entries are up-to-date with clear next steps, accurate probabilities of closure, and comprehensive notes. This visibility is crucial for forecasting and strategic planning.
- • **Identify and Mitigate At-Risk Renewals:** Proactively identify renewals that are at risk of not closing due to adoption issues, satisfaction concerns, budget constraints, or competitive pressures. Escalate these risks promptly to the Customer Success team and leadership to enable timely intervention and resolution.
- • **Ensure Full Pipeline Coverage:** Guarantee that 100% of upcoming renewals within the 90-day window have active engagement and a clearly defined forecast status, enabling accurate revenue projections.
- • **Collaborate with Customer Success:** Work closely with the Customer Success Managers (CSMs) to address any customer adoption or satisfaction issues that may be hindering the renewal process. Your insights will be vital in helping CSMs to effectively re-engage customers and demonstrate ongoing value.
- • **Generate and Deliver Renewal Quotes:** Utilize the CPQ (Configure, Price, Quote) system to accurately build and send renewal quotes, incorporating all relevant pricing, terms, and configurations. Ensure all quotes reflect current policies and approved price uplifts.
- • **Apply Price Uplifts Strategically:** Implement price uplifts according to company policy, including CPI adjustments and updates to the official price book. This is a key component of driving Net Revenue Retention (NRR).
- • **Negotiate Commercial Terms:** Skillfully negotiate commercial terms for renewals, including contract length (typically 1-3 years), co-termination scenarios, pro-rata adjustments, and multi-year discount structures. The goal is to secure favorable terms that align with business objectives while maintaining customer satisfaction.
- • **Manage Approval Workflows:** Efficiently manage internal approval workflows for any pricing exceptions, non-standard legal terms and conditions, or finance sign-offs required for renewal contracts.
- • **Drive Contracts to Signature:** Utilize e-signature platforms (e.g., Signaturit, DocuSign) to streamline the contract signing process, ensuring a quick and efficient turnaround from quote to executed agreement.
- • **Process Purchase Orders and Coordinate Invoicing:** Collect necessary purchase orders from customers and coordinate seamlessly with the Finance department to ensure accurate and timely invoicing.
- • **Achieve On-Time Renewal Targets:** Strive to close a significant majority (target of 70-85%) of renewals at least 14 days before their expiry date. This minimizes last-minute rushes and ensures continuity of service for the customer.
- • **Deliver Exceptional Customer Communication:** Provide clear, concise, and timely communications to customers throughout the entire renewal process. Be the primary point of contact for renewal-related inquiries, addressing questions about pricing, terms, and Service Level Agreements (SLAs) such as support tiers (8x5 vs. 24x7) and L1-L3 support levels.
- • **Foster a Low-Friction Renewal Experience:** Ensure the renewal process is as smooth and effortless as possible for the customer, reinforcing the value they receive from VSN's solutions and strengthening their commitment.
- • **Conduct Post-Renewal Check-ins:** Perform brief follow-up calls or emails after a renewal is completed to gather valuable feedback on the process and the customer's ongoing experience.
- • **Maintain Data Integrity:** Uphold the highest standards of CRM and CPQ data hygiene, ensuring accuracy in renewal dates, amounts, contract terms, and probability statuses. Accurate data is the foundation for effective analysis and forecasting.
- • **Document Churn Reasons:** Meticulously document the specific reason codes for all non-renewals, categorizing them by factors such as product fit, budget limitations, competitor wins, or service issues. This data is crucial for identifying areas of improvement.
- • **Produce Weekly Renewal Forecasts:** Generate and present weekly renewal forecasts, including detailed commit, risk, and coverage analysis. This report is vital for financial planning and business reviews.
- • **Generate Key Performance Dashboards:** Create and maintain dashboards that track critical renewal metrics, including GRR, NRR, on-time renewal rates, uplift percentages applied, and churn analysis. These dashboards provide a clear view of performance against targets.
- • **Analyze Churn Trends and Recommend Improvements:** Identify recurring trends in both avoidable and unavoidable churn. Use these insights to recommend concrete process improvements aimed at reducing future churn.
- • **Support Revenue Forecasting:** Collaborate closely with the Head of Partnerships to contribute accurate renewal revenue projections to the rolling 12-month revenue forecast. Provide variance analysis and flag any potential risks to the forecast.
- • **Identify Upsell and Cross-sell Opportunities:** Analyze customer contract data and usage patterns to identify potential expansion opportunities. This includes identifying customers on lower support tiers ready for upgrades (e.g., 8x5 to 24x7), customers with increasing user counts needing additional licenses, those who could benefit from cross-selling additional VSN products, or customers on legacy pricing with significant uplift potential.
- • **Develop Prioritized Upsell Lists:** Create and maintain prioritized lists of upsell targets, including estimated revenue potential for each opportunity. Share these lists with the Customer Success team.
- • **Provide Data-Backed Recommendations:** Equip the Customer Success Managers with data-backed recommendations and talking points to effectively pursue upsell opportunities during their customer interactions.
- • **Research Potential Partnership Targets:** Conduct thorough market research to identify potential strategic partners, such as resellers, OEMs, or system integrators, who can help expand VSN's market reach.
- • **Analyze Partner Fit:** Research potential partners to assess their customer base, market presence, geographic coverage, and overall strategic alignment with VSN's business goals.
- • **Report on Partnership Opportunities:** Provide the Head of Partnership with quarterly reports detailing identified partnership opportunities, including concise business case summaries for each.
- • **Contribute to Strategic Revenue Initiatives:** Play a key role in supporting broader revenue strategies by providing data-driven insights from the renewals and customer expansion landscape.
- • **Embrace a Remote Work Model:** Thrive in a fully remote work environment, demonstrating self-discipline, strong communication, and the ability to collaborate effectively across distances.
- • **Travel as Needed:** Be prepared to travel to the VSN office in Barcelona on a regular basis for team meetings, strategic planning sessions, and collaborative work.
- • **Work with Innovative Technology:** Engage with VSN's cutting-edge, cloud-native media platforms and contribute to the success of clients in the global broadcast, media, and entertainment industries.
- • **Contribute to a Collaborative Environment:** Be an active participant in a collaborative Agile environment, fostering continuous learning and knowledge sharing.
🎯 Requirements
- • 2-5 years of experience in Renewals, Inside Sales, Account Management, or Customer Success roles with demonstrated quota and target ownership.
- • Hands-on experience with Maintenance & Support (M&S) contracts, including understanding of SLAs, coverage tiers, notice periods, and auto-renewal clauses.
- • Familiarity with both on-premise and subscription/SaaS models, including concepts like proration, co-termination, true-ups, and multi-year agreements.
- • Proficiency in CRM systems (HubSpot strongly preferred, Salesforce acceptable) and CPQ tools (e.g., Salesforce CPQ, DealHub, Zuora CPQ).
- • Strong negotiation, prioritization, and written communication skills.
- • Fluent in Spanish and at least a professional level of English (written and verbal).
- • Legally authorized to work in Spain.
🏖️ Benefits
- • Opportunity to work on innovative cloud-native media platforms utilized by international clients.
- • Exposure to cutting-edge AI and video processing technologies within the media and broadcast sector.
- • Collaborative Agile environment that encourages continuous learning and professional development.
- • Career growth opportunities within a dynamic and expanding technology organization.
- • Challenging technical problems that require creative and scalable solutions, offering significant professional development.
Skills & Technologies
React
PostgreSQL
AWS
Remote
Degree Required
About Valsoft Corporation
Valsoft Corporation is a software company that acquires and develops vertical market software (VMS) businesses. They focus on acquiring established software companies that serve specific industries, providing them with the resources and expertise to grow and innovate. Valsoft's strategy involves integrating these acquired companies into their portfolio, enhancing their product offerings, and expanding their market reach. They operate across various sectors, including healthcare, finance, and manufacturing, aiming to be a leading consolidator in the VMS space by fostering long-term growth and operational excellence within their acquired businesses.
