At a Glance
- Tasks: Drive customer renewals and ensure a top-notch experience throughout the process.
- Company: Join Smartsheet, a leader in empowering teams with innovative solutions.
- Benefits: Enjoy competitive pay, health perks, flexible work, and generous leave policies.
- Other info: Embrace a culture of growth, inclusivity, and diverse perspectives.
- Why this job: Be part of a dynamic team that values creativity and impactful contributions.
- Qualifications: 5+ years in Sales or Customer Success, with strong negotiation skills.
The predicted salary is between 56700 - 69300 £ per year.
For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter.
Now, in our most ambitious chapter yet, we are uniting human teams with AI agents.
By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking.
That is magic at work, and it’s what we show up for every day.
- As a
- Customer Success Renewals Manager
, you will support the Customer Success Organisation in driving a portfolio of customer renewals.
The ideal Renewal Manager is an experienced professional with a full understanding of the Saa S contracting space.
You will resolve a range of issues in creative ways while mitigating risk and providing a world-class renewal experience for our customers.
- This key role is part of the
- Customer Success team
- , reporting to the
- Manager, Customer Success
- , and is based in
London (Hybrid eligible).
You Will
- Serve as an extended member of the Smartsheet account team to bring all assigned contract renewals to a successful conclusion
- Ensure a positive customer experience throughout all stages of the renewal process
- Partner with sales, customer success, order management, our partner organisations and senior leadership to accelerate the contract renewal process and create positive outcomes
- Build and communicate an accurate forecast for upcoming renewals
- Identify and highlight any renewal risk to your partners and work with all team members in order to develop resolution strategies
- Evaluate your portfolio to prioritise time to render the most favourable outcomes
- Highlight opportunities for process improvement
- Perform other duties as assigned
You Have
- 5+ years of Sales, Customer Success or Finance experience.
- 2+ years of experience working in a software renewal role.
- Strong negotiation skills with experience driving contracts to completion.
- Experience analysing complex problems, developing recommended solutions, and/or managing risk
- Strong sense of urgency and efficiency in completing work within set deadlines.
- Familiarity with project management methodologies and the ability to use those in service of managing the renewal cycle.
- Motivated by an entrepreneurial mindset and comfortable with ambiguity.
- Experience working with Salesforce (essential), Gainsight and Smartsheet (preferred).
- Understanding of the legal frameworks around Saa S renewals.
- Legally eligible to work in the UK on an ongoing basis
- Employer-paid Private Medical and Dental, additional cost for family members
- Monthly contributions toward your pension
- Monthly stipend to support your work and productivity
- 25 days paid for Holiday + Bank Holidays + Flexible Time Away Program
- 20 weeks fully paid Maternity Leave
- 12 weeks fully paid Paternity/Adoption Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to Udemy online courses
- Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account.
- Teleworking options from any registered location in the UK (role specific)
Get to Know Us
At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact.
You’ll have the freedom to explore, push boundaries, and grow beyond your role.
We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully.
When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work.
Let’s build what’s next, together.
Equal Opportunity Employer
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees.
It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore.
All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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Customer Success Renewals Manager in London employer: Smartsheet Inc
Smartsheet is an exceptional employer that champions innovation and personal growth, offering a dynamic work environment in London. With a strong focus on employee well-being, we provide comprehensive benefits including private medical and dental coverage, generous leave policies, and opportunities for professional development through platforms like Udemy. Our inclusive culture encourages diverse perspectives, allowing you to make a meaningful impact while enjoying the flexibility of hybrid working arrangements.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Renewals Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Smartsheet Inc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Smartsheet Inc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Renewals Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Smartsheet Inc:Your cover letter is your chance to shine! Tell us why you want to work at Smartsheet Inc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Smartsheet Inc!
How to prepare for a job interview at Smartsheet Inc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
