The Renewal Specialist is a critical role requiring the skills of a highly motivated and results-driven Customer Success (CS) professional. This role is focused on managing a high volume of client renewals through advanced automation tools and scalable outreach strategies. The ideal candidate will be responsible for maximizing customer retention rates, minimizing churn, and driving revenue growth through efficient renewal processes in the fast-paced events and ticketing sector.
THE ROLE- Customer Renewal Management:
- Manage and execute renewal processes for a high-volume portfolio of event ticketing clients.
- Proactively engage with customers 90-180 days prior to contract expiration dates.
- Generate accurate renewal forecasts and maintain a rolling 120-day renewal pipeline.
- Conduct renewal negotiations and secure contract extensions with minimal manual intervention.
- Identify and mitigate renewal risks through data-driven insights and customer analytics.
- Automation & Scalable Outreach:
- Implement and optimize automated renewal workflows using CRM and marketing automation platforms.
- Design and execute multi-channel outreach campaigns (email, in-app notifications, SMS).
- Leverage automation tools to send personalized renewal reminders and follow-up sequences.
- Utilize AI-powered tools to predict churn risk and trigger appropriate intervention campaigns.
- Create and maintain automated renewal templates and communication sequences.
- Customer Relationship Management:
- Build and maintain strong relationships with key stakeholders at client organizations.
- Provide exceptional customer service throughout the renewal process.
- Address customer concerns, objections, and renewal blockers effectively.
- Collaborate with Customer Success, Sales, and Support teams to ensure seamless customer experience.
- Gather and act on customer feedback to improve renewal processes and customer satisfaction.
- Data Analysis & Reporting:
- Track and analyze key renewal metrics including retention rates, churn rates, and revenue impact.
- Monitor customer engagement metrics and usage patterns to identify renewal opportunities.
- Generate regular reports on renewal performance and pipeline health.
- Utilize customer data and analytics to segment customers and personalize outreach strategies.
- Maintain accurate customer records and renewal documentation in CRM systems.
- Upselling & Cross Selling:
- Identify expansion opportunities during the renewal process.
- Collaborate with sales teams on larger expansion opportunities.
- Promote new features, add-ons, and enhanced service packages.
- Gross Retention Rate.
- Net Revenue Retention.
- Renewal Volume.
- Time to Renewal.
- Customer Satisfaction (CSAT during the renewal process)
- Automation Efficiency: (% renewals closed through automated processes)
- Bachelor's degree in Business, Marketing, Communications, or related field
- 2+ years of experience in renewal management, account management, customer success, or sales roles
- Previous experience in B2B SaaS, subscription-based services, or events/ticketing industry preferred
- Proven track record of managing high-volume customer portfolios
- Proficiency with CRM platforms (Salesforce, HubSpot, or similar)
- Experience with marketing automation tools (Marketo, Pardot, Mailchimp, or similar)
- Knowledge of customer success platforms (Gainsight, ChurnZero, or similar)
- Familiarity with ticketing systems and event management software
- Strong Excel/Google Sheets skills for data analysis and reporting
- Experience with email automation and drip campaign tools
- Strong negotiation and closing skills
- Excellent written and verbal communication abilities
- Data-driven mindset with analytical problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- Customer-focused approach with strong relationship-building skills
- Detail-oriented with strong organizational capabilities
- Self-motivated with ability to work independently
PAY TRANSPARENCY
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Eventbrite, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is listed below. You may also be eligible to participate in Eventbrite’s incentive program(s) (such as equity, annual incentive bonus and commission plans), subject to the applicable rules and restrictions.
At Eventbrite everyone is invited to be their whole self and we cultivate an environment to make sure that is feasible throughout the entirety of an individual's time at Eventbrite. We are committed to providing competitive, valuable and meaningful benefits and experiences for our employees to ensure we meet them where they are in life.
Cultivating a diverse, equitable and inclusive culture where all people are invited and belong is our top priority.
Employees can participate in resource groups and we offer global programming and training throughout the year to support a diverse and inclusive workplace. Read more about our Diversity and Inclusion work for our team, culture, and community.
BENEFITSWe offer comprehensive benefits and a wellness package above and beyond standard medical benefits to support our Britelings’ lifestyle.
Eventbrite's global benefit programs are designed to meet you where you are by offering resources and support for your health, well-being, finances, and family. This includes support in a remote environment, wellness allowance, Carrot family planning benefit, Origin Financial Planning service, and other offerings to ease the mind and body like Modern Health and BriteBreaks (generally the first Friday of every month off).
EQUAL OPPORTUNITYAt Eventbrite, we are dedicated to fostering diversity, equity and inclusion. We welcome individuals from all backgrounds, abilities and experiences to apply, and we make employment decisions on the basis of merit. We are committed to equal employment opportunity regardless of race, color, ancestry, national origin, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender reassignment, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics, or any other legally protected characteristic.
If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know.
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