Renewals Manager

This position is remote and due to the nature of the customers and team, you will be supporting we are only considering candidates in Japan and Ideally speak Japanese and English. Candidates outside of these locations will NOT be considered. 

The Renewals job family delivers to an essential moment in the customer journey, ensuring we can continue to deliver value and business outcomes by specializing in customer retention. In collaboration with sales, channel partners, customer success, and sales operations, this team will focus on successfully renewing customer subscriptions while providing a seamless customer experience. The roles aim to deliver predictable and efficient renewals through a proactive management of the customers lifecycle

What you’ll do

• Maximize customer retention rates through effective sales techniques over the phone, video and email while also minimizing customer churn and contraction.

• Execute the renewal process to ensure ARR is retained or expanded

• Evaluate license usage and complete the true-up requirements

• Understand and align customer’s business needs and goals to generate renewal quotes

• Provide renewals administration support to Renewals Managers and Account Executives

• Ensure that renewals are closed on a timely basis

• Collaborate with Sales and Customer Success Managers on renewals strategy and plans, leveraging customer analytics and metrics

• Liaise with customers to ensure POs and order forms are accurately completed to allow for internal deal approval

• Ability to identify opportunity and customer level risk and coordinate the mitigation

• Provide renewals coverage on larger, more strategic customers

What you’ll bring

• Related sales or related customer experience (examples Account Management Renewals Manager, Customer Success)

• Fluent/Proficient German language skill 

• Demonstrated progressive experience with B2B software sales

• Experience with subscription GTM approaches for customer success management and renewals

• Effective communicator, strong interpersonal and collaboration skills

• Motivated, driven and results-oriented

• Strong negotiation, presentation and closing skills

• Preferred experience with technical products. Experience with DevOps, software development lifecycle, or application development is a plus.

• You share our values, and work in accordance with those values.

• Experienced in driving renewals with predictability and delivering to targeted gross retention rates

• Experienced in managing a customer relationship from a similar role (e.g., Account Management, Renewals Manager, Customer Success)

Thanks to our Transparency value, you can see what we are working on in our Team page. 

How GitLab will support you

• Benefits to support your health, finances, and well-being

• All remote, asynchronous work environment

• Flexible Paid Time Off

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan

• Growth and development budget 

• Parental leave 

• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

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