Note: The job is a remote job and is open to candidates in USA. TierPoint is a company focused on providing technology services, and they are seeking a Customer Success Manager to own the renewal experience for a portfolio of approximately 500 customer accounts. The role involves conducting consultative renewal reviews, contributing to email campaigns, and managing renewals to drive customer retention and satisfaction.
Responsibilities
- Lead consultative renewal review meetings with customers, helping them understand their contracts and optimize for the next cycle
- Partner with Solutions Engineering on complex technical renewals, expansion conversations, and risk escalation
- Manage approximately 165 renewals annually, converting opt-ins into successful renewals
- Consult on contract optimization by reviewing usage, identifying rightsizing opportunities, and ensuring maximum value
- Contribute to scaled email campaigns that drive customer opt-ins for renewal reviews
- Track opt-in rates, renewal conversion, GRR performance, and campaign effectiveness
- Navigate pricing discussions, contract terms, and renewal objections with confidence
- Identify expansion opportunities and orchestrate internal resources to pursue them
Skills
- Bachelor's Degree (or equivalent work experience)
- 2+ years in renewals, account management, or customer success in B2B technology services or SaaS
- Proven track record of hitting retention or renewal targets
- Consultative sales or customer engagement experience leading conversations about contracts, pricing, and value
- Financial and contract literacy to review agreements, understand pricing, and discuss terms confidently
- Strong analytical skills using data to prioritize, identify risk, and measure impact
- Excellent communication skills for explaining complex terms and building trust with customers
- Experience with Salesforce or similar CRM platforms
- Collaborative mindset working across Solutions Engineering, sales, and support teams
- Proficiency in MS Office Suite and Windows-based applications
- Experience in data center, managed services, infrastructure, or IT security industries
- Familiarity with HubSpot or marketing automation platforms
- Familiarity with ServiceNow or similar ITSM platforms
- Technical aptitude or curiosity about infrastructure, cloud, and enterprise IT environments
Benefits
- Home or Office based depending on location
- Travel to corporate, regional markets, and opportunity specific travel, as required
Company Overview