Associate Renewals Manager

Job Description As an Associate Renewals Manager, you will manage and optimize the contract renewal process for a portfolio of North America SMB SaaS customers. This role requires strong relationship-building skills, a customer-centric mindset, and the ability to navigate data, product insights, and value positioning to drive successful renewal outcomes. You’ll collaborate closely with Sales, Customer Success, and Revenue Operations to ensure customers recognize the value of our offerings and continue their partnership with Zendesk. Key Responsibilities: Independently manage the full renewal lifecycle for a designated portfolio of accounts, ensuring timely, accurate, and high-retention outcomes Collaborate with Customer Success Managers and Account Executives to strategize renewal approaches based on customer health, usage, and satisfaction Proactively engage customers through scheduled check-ins and tailored outreach to reinforce value and anticipate objections Analyze account history and product usage data to craft compelling renewal narratives and forecast renewal risk Assist with quote creation, pricing validation, and contract management processes in collaboration with Legal and Finance teamsMaintain CRM data accuracy (Salesforce) and contribute to forecasting and reporting dashboards Identify upsell and cross-sell opportunities and route them appropriately to Sales or CSM partnersContinuously improve renewal workflows and contribute to the development of best practices and playbooks. Core Competencies: Business Knowledge Stays current on product developments and competitive positioning, effectively mapping customer use cases to Zendesk solutions—including less common products—to support renewal success. Relationship Management Proactively builds trust with decision-makers, collaborates cross-functionally, and maintains regular touchpoints to strengthen the customer relationship and drive retention. Understands prompts for customer escalation and can execute quickly to gather appropriate audience. Communication & Conflict Resolution Clearly communicates Zendesk’s value while managing concerns with empathy and professionalism, adapting communication style to navigate conflicts and achieve win-win outcomes. Analytical Skills Capable of interpreting basic customer data to support forecasting and decision-making, with guidance from senior team members. Negotiation Understands the importance of negotiation in renewals and is learning how to communicate value, address objections, and present options aligned with customer needs. Qualifications: 0–2 years of experience in SaaS renewals, account management, customer success, or sales support Proficiency with Salesforce or similar CRM tools; CPQ experience is a plus Strong organizational and time management skills, with the ability to manage multiple renewals in parallel Excellent written and verbal communication skills in English (fluent spoken and written). Analytical mindset with the ability to interpret customer data and drive insights Bachelor’s degree or equivalent relevant experience Where We Work Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all. Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (E ... (truncated, view full listing at source)