MSP Customer Success & Renewals Specialist

Description

MSP CUSTOMER SUCCESS & RENEWALS SPECIALIST

REMOTE, INDIA

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:

• Renewals Management
  • Monitor renewal pipelines and ensure proactive communication with the team regarding upcoming renewals, terminations, or risks.
  • Support the preparation of renewal quotes, proposals, and contracts.
  • Work directly with the MSP team and customers to help them understand and resolve matters related to their invoicing. 
• Customer Success Enablement
  • Provide insights into customer usage, adoption, and health trends through data analysis and reporting.
  • Partner with the MSP team to identify opportunities to enhance customer satisfaction and reduce churn.
• Data & Reporting
  • Maintain accurate customer data in the CRM and other systems to support efficient decision-making. 
  • Generate regular and ad-hoc reports on renewals, churn, upsell opportunities, and customer health.  Identify gaps or inefficiencies in reporting and work to resolve them.
  • Working MSP related tickets in Zendesk.
• Cross-Functional Collaboration
  • Act as a liaison between MSP Renewals team, Sales, and other internal teams to ensure seamless communication and handoffs.
  • Support internal meetings and initiatives by preparing presentations, reports, and documentation.
  • Working with Customer Success Operations to support the development of customer engagement campaigns aimed at improving retention and renewals along with operational projects to improve workflows and enablement for the team.

YOUR QUALIFICATIONS:

• 2+ years of experience in a Customer Success, Renewals, Sales Operations, or similar role within a SaaS or MSP environment.
   
• Strong proficiency in CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango) as well as Zendesk.
• Knowledge of Confluence would be valuable.
   
• 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.
• Ability to work in US EST hours (required)
   
  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.

• Competitive salaries
• Medical insurance and healthcare benefits for you and your family
• Fully paid premiums for life insurance
• Flexible hours and PTO
• Mental wellness platform subscription
• Gym reimbursement
• Childcare reimbursement
• Group term life insurance