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Job Description
Sumo Logic is seeking a proactive Customer Success Specialist / Renewal Specialist to drive customer retention and ensure seamless renewals. This is a remote role based in India. The ideal candidate will manage renewal cycles, engage with customers, and identify expansion opportunities. They will collaborate cross-functionally to address challenges, optimize account health, and enhance customer satisfaction. The candidate should have strong communication skills, a customer-first mindset, and experience in SaaS or subscription-based businesses.
Responsibilities:
- Monitor customer contract renewal dates and proactively reach out to clients nearing expiration.
- Conduct renewal discussions, understanding customer needs and addressing any concerns.
- Prepare renewal quotes and negotiate terms to achieve mutually beneficial agreements.
- Identify at-risk renewals and develop targeted strategies to retain customers.
- Establish strong relationships with key customer stakeholders.
- Regularly check-in with customers to assess their satisfaction and usage of the product/service.
- Proactively identify potential issues and address them promptly.
Requirements:
- BE/BTech or BCS (Degree or equivalent experience).
- 5-8 years of experience in the SaaS Industry with 3-5 years in CSS or renewals Role.
- Proven track record in a customer success or account management role, ideally with experience in renewals.
- Willing to work in US Shift from 6 PM IST to 3 AM IST.
- Excellent Communication Skills.
- Strong commitment to delivering exceptional customer service and exceeding expectations.
- Familiarity with CRM systems (e.g., Salesforce, Clari, Zuora, Gainsight) to manage customer interactions and track renewal progress.
Sumo Logic offers:
- Remote work opportunity
