MSP Customer Success & Renewal Manager

We are seeking a motivated and detail-oriented Customer Success & Renewals Operations Specialist to support the day-to-day operations of our MSP Customer Success and Renewals team. This role will play a critical part in ensuring smooth processes, accurate reporting, and efficient management of customer success initiatives and contract renewals. The ideal candidate has a passion for operations, a strong customer-first mindset, and experience in supporting Customer Success or Sales teams within a SaaS or MSP environment.

WHAT YOU’LL DO:

• Proactively build strong relationships with MSP partners to understand their business and how they use Egnyte, with the goal of maximizing retention and growth.
• Act as a trusted advisor to ensure MSPs realize the full value of Egnyte’s services. Collaborate closely with Sales, Sales Operations, and SE teams to deliver an elevated partner experience and reduce churn risks.
• Develop and implement strategies to enhance renewal rates and revenue retention in your assigned base of MSP Partners.
• Handle MSP concerns, escalations, and service issues promptly and effectively. All communications—written and verbal—should be clear, concise, and professional.
• Analyze customer data to provide insights into usage, adoption, and health trends.
• Manage a structured communication cadence to ensure effective partner engagement and accurate renewal forecasting.
• Coordinate a systematic, streamlined process for annual contract renewals aimed at increasing revenue retention and expansion while minimizing attrition and contraction.
• Successfully manage at-risk renewals, driving retention outcomes.
• Drive revenue expansion opportunities at the point of renewal.
• Serve as a point of coordination for all customer account inquiries, ensuring they are directed to the appropriate internal teams.
• Ensure adherence to Egnyte’s best practices and methodologies.
• Report directly to the Manager of MSP Customer Success & Renewals.

YOUR QUALIFICATIONS:

• 3+ years of customer facing experience in Customer Success, Account Management, Renewals, or similar role within a SaaS or MSP environment.
• Strong proficiency in CRM tools (e.g., Salesforce) and customer success platforms (e.g., Gainsight, Totango) as well as Zendesk.
• Exceptional analytical skills with experience working in Excel or other reporting tools (e.g., Tableau, Power BI).
• Excellent communication and organizational skills, with a strong attention to detail.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Bachelor’s degree from an accredited college or university.

Preferred Skills & Experience

• Familiarity with subscription-based software.
• Experience working in a Managed Service Provider or IT services organization.
• Understanding of customer success methodologies, customer lifecycle management, and renewal best practices.
• Exceptional customer experiences and driving business growth. Join us and help shape the future of our MSP services.

COMPENSATION:

• Our compensation reflects the cost of labor across multiple U.S. geographic locations, and pay varies based on defined markets. The standard base pay range for this position across the U.S. is $75k - $84k annually. Pay varies by work location and may also be dependent on job-related skills, knowledge, and/or experience. During the interview and/or hiring process, your recruiter can share more information about the compensation package specific to the role and job location.

BENEFITS:

• Competitive salaries and comprehensive benefits
• Company equity depending on role and level
• Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance.
• Paid holidays and sick time
• 401(k) Retirement Plan (Traditional and Roth)
• Health Savings Account (HSA) and Employee Assistance Program (EAP)
• Paid Maternal, Paternal, and Adoption Leave to help you grow your family
• Modern and collaborative offices located in Spokane, WA; Draper, UT; Raleigh, NC; Mountain View, CA; Reading, England, and Poznan, Poland
• Gym, cell phone, and internet reimbursement
• Free well-being apps such as Calm, Ginger, and Spring Health for Guardian are offered.
• Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more.
• Your own Egnyte account with lifetime access

Equal Employment Opportunity

Egnyte, Inc. is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Egnyte, Inc.'s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.

Commitment To Diversity, Equity, and Inclusion:

At Egnyte, we celebrate our differences and thrive on our diversity for our employees, our products, our customers, our investors, and our communities. Our recently launched global Egnyte Employee Communities (EECs) support representation and inclusion across our diverse workplace. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.

Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of hr@egnyte.com. Egnyte, Inc. will not allow any form of retaliation against employees who raise issues of equal employment opportunity. If employees feel they have been subjected to any such retaliation, they should contact hr@egnyte.com. To ensure the workplace is free of artificial barriers, violation of this policy including any improper retaliatory conduct will lead to discipline, up to and including discharge. All employees must cooperate with all investigations conducted pursuant to this policy.