Customer Success Operations Specialist, Renewals

What's the role?:

Reporting to the Customer Success Operations Team Leader, the Senior Renewal Operations Specialist is responsible for providing forecast clarity, scoring renewal growth and retention likelihood, and developing retention action plans. Key objectives include:

• Key capabilities to be developed, evolved, and managed include – digital-led CS model, renewals management function, churn management practice for HERE.
• Optimize and scale the renewal management process and bookings forecast process for scalability and predictability
• Support Renewals Team for efficient, consistent, and effective renewals management
• Extract insights from renewal data and recommend tactics to improve results
• Collaborate with the Customer Success Team to identify and help build out vital collateral for retention
• Collaborate and work with the Customer Success Operations and Transformation & Continuous Improvement teams to identify opportunities to further optimize and expand our processes and tool utilization, driving performance improvements and increased efficiencies.

Senior Renewal Operations Specialist – Key Responsibilities

• Manage Renewals Enablement: Processes and Tools
  • Implement and manage systems/tools to streamline the renewals process and support the renewals team.
  • Standardize and document workflows and processes to ensure scalable and consistent renewals management.
  • Maintain documentation of renewal processes and ensure proper alignment across systems.
  • Provide the Renewals team with materials and data to enhance efficiency and effectiveness.
  • Coordinate cross-functional collaboration with Sales, Product, and Services teams to achieve renewal and upsell targets.

• Support Renewal Strategy: Segmentation and Forecasting
  • Segment customers by renewal risk, assign accounts, and forecast hiring needs.
  • Track at-risk renewals, design playbooks, and manage escalation paths.

• Drive Renewal Reporting & Metrics
  
  • Conduct regular pipeline analysis, identify gaps, and recommend actions.
  • Analyze renewal forecasts, account health, and key KPIs to guide decisions.
  • Provide insights and recommendations to Customer Success and Sales leadership to improve churn, upsell, and forecasting performance.
  • Deliver executive-level presentations with insights from renewal metrics.
  • Provide operational views and data-driven insights to guide the Renewals and Customer Success teams.

• Foster Continuous Improvement
  • Identify opportunities for process automation and performance optimization.
  • Generate business analysis reports to monitor Renewals Team performance and drive improvements across direct and partner renewals.

IMPORTANT:

• This role is based in Leon, Guanajuato,MX and follows a hybrid working arrangement of three days on-site in our Refugio Campestre office and two days remote (work from home). No exceptions will be made to this working arrangement. 
• Please submit resumes in ENGLISH. 

Senior Renewal Operations Specialist – Requirements

• Proven experience in Operations supporting Sales, Customer Success, or Account Management, ideally in Enterprise SaaS.
• Proven track-record of increasing renewal rates
• Experience implementing renewal processes and metrics
• Able to teach best practices, strategies, and tactics
• Strong analytical ability and able to prioritize multiple projects
• Excellent problem solving, project management, interpersonal and organizational skills
• Experience creating a framework for a newly created team, as well as with expanding the team when applicable
• Experience Administrating Customer Success Management systems (e.g., Gainsight/Totango/Client Success/etc., digital marketing tools)
• Comfort with tools that create and house our data:
• Salesforce: experience creating complex dashboards & reports, custom report types, calculated fields, workflows
• Salesforce CPQ, Zuora, or other CPQ/Q2C tools
• Tableau, Power BI or other analysis / business intelligence software
• Own, drive, and lead the renewals process in collaboration with cross-funcational teams to ensure we hit company objectives
• Healthy skepticism and curiosity - seeks feedback with an open mind and strives for deeper understanding through data
• Self-starter that knows how to operate in ambiguity and prioritize task and resources

IMPORTANT:

• This role reports is based in Leon, Guanajuato and follows a hybrid working arrangement of three days on-site in our Refugio Campestre office and two days remote (work from home). No exceptions will be made to this working arrangement. 
• Please submit resumes in ENGLISH. 

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.