Director, Customer Success Renewals

Customer Success | Remote

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For the last 100 years, companies have operated primarily under a product-centric business model, where the goal was to make, ship, and sell more units. Today, there’s a demand to have products and services delivered on a continual, subscription basis; to upgrade and access new innovations and features constantly. This is the end of ownership and it changes everything. Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo).

Zuora’s leading, cloud-based software solution automates all subscription order-to-revenue operations in real-time for any business. Companies in any industry can launch new businesses, shift products to subscription, implement new pay-as-you-go pricing and packaging models, gain new insights into subscriber behavior, and disrupt market segments to gain competitive advantage. 

To be successful in this role, you will need to be driven, curious, intelligent and deeply passionate about renewal operations. You will remove barriers to customer retention and collaborate with the broader sales and customer success team to deliver a high value customer experience at time of renewal, and accurate forecasting. This is a demanding role that requires strong leadership, priority management and interpersonal skills.

 

Key Objectives

  • Optimize and scale renewal operations and revenue forecast process
  • Drive renewal best practices portfolio wide, helping to build out training and foster a culture of learning
  • Extract insights from renewal data and recommend tactics to improve results
  • Identify and help build out vital collateral for retention

 

Experience, Skills

  • 3-5 years of Renewals or Pre-sales Operations in a high-growth technology businesses (Finance, ERP, cloud infrastructure, enterprise SaaS)
  • 1+ years experience managing a regional or global, renewal or operations team
  • Strong analytical skills and business acumen
  • Experience managing a range of renewals sizes; from high velocity, low touch renewals to low velocity, high touch
  • Develop, track and manage renewals forecasts via Clari and SalesForce in line with set targets, strategic plans
  • Data expert – Querying and scoping (SDFC,Clari), analysis and modeling (excel, gsheet), summarizing (pivot tables, charts, slides, written explanation), reporting (dashboards, repositories)
  • Exceptional interpersonal and influence skills. Experience driving cross-functional projects end-to-end. Ability to negotiate priorities across organizations at all levels with competing priorities
  • Identify “at-risk” renewal clients early in the cycle and develop resolution strategies, escalating wherever appropriate
  • Contribute to, develop and manage renewal business practices and process documentation for field enablement
  • Knowledgeable about Financial best practices – booking policy, rev rec, commissions mgmt related to renewals, co-terms, expansions, and ACV, TCV, ARR
  • Knowledgeable and fluent on renewal metrics
  • Salesforce expertise and ability enabling hands-on assessment of renewal status, forecast, and deal risk, thru report and dashboard creation

 

Objectives

  • Work with cross functional teams like Product, Strategy, and Finance to champion impactful process improvement and automation for the benefit of Renewals
  • Build and maintain reports for key metrics such as renewal revenue, bookings, retention rate, and overall customer health
  • Proactively drive a high degree of CRM data quality by leveraging creative system solutions and delivering end user training
  • Grow business in a strategic manner, i.e. creating new processes and initiatives
  • You will own, drive, and lead the renewals process in collaboration with the sales team to preserve ensure we hit company objectives
  • You will maintain and report an accurate rolling 12+ month forecast of renewals globally
  • Develop playbook for renewal engagement maximizing revenue retention

 

About Zuora

Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-cash process, including billing and revenue recognition.

At Zuora, every employee is the CEO of their career and leading our mission are over 1,000 passionate and innovative ZEOs. ZEO Culture isn’t an empty branding effort. We take it very seriously and we have a daring desire to do things differently. We encourage our employees to be curious, creative, and stay focused on our shared mission of enabling our customers to be successful.

Zuora serves more than 1,000 companies around the world, including Box, Komatsu, Rogers, Schneider Electric, Xplornet and Zendesk. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, Frisco, Denver, San Francisco, London, Paris, Beijing, Sydney, Chennai and Tokyo.

At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an equal opportunity employer committed to creating an inclusive environment for all. 

To learn more visit www.zuora.com

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