MSP Customer Success & Renewals Specialist
Job Summary
Job Description
The MSP Customer Success & Renewals Specialist at Egnyte plays a crucial role in supporting the MSP team's daily operations. Responsibilities include managing tools like Salesforce and Gainsight, creating reports and dashboards on renewals and customer success, developing process documentation, monitoring renewal pipelines, preparing quotes and contracts, working with customers on invoicing, providing insights on customer usage, and collaborating with various internal teams. The ideal candidate possesses strong analytical and communication skills, experience in SaaS/MSP environments, and proficiency in CRM and customer success platforms.
Must have:
- 2+ years experience in Customer Success/Renewals
- Proficiency in Salesforce, Gainsight, Zendesk
- Strong analytical & communication skills
- Manage tools, create reports, monitor renewals
- Support customer onboarding and success
- Collaborate with internal teams
Good to have:
- Knowledge of Confluence
- Experience in IT services or MSP
- Understanding of customer success methodologies
- Experience with Tableau or Power BI
Perks:
- Competitive salary
- Medical insurance
- Life insurance
- Flexible hours
- Mental wellness platform
- Gym reimbursement
- Childcare reimbursement
13 skills required
Job Details
Description
MSP CUSTOMER SUCCESS & RENEWALS SPECIALIST
REMOTE, INDIA
EGNYTE YOUR CAREER. SPARK YOUR PASSION.
Egnyte is a place where we spark opportunities for amazing people. We believe that every role has meaning, and every Egnyter should be respected. With 22,000+ customers worldwide and growing, you can make an impact by protecting their valuable data. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:
Invested Relationships
Fiscal Prudence
Candid Conversations
ABOUT EGNYTE
Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.
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:
- Operational Support
- Manage and optimize tools and systems used by the Customer Success and Renewals team (e.g., Salesforce, Gainsight).
- Assist in creating and maintaining reporting and any dashboards for renewals and customer success actions and results along with assisting in synthesizing this data into consolidated reporting on results.
- Develop and maintain documentation for customer success and renewal processes, playbooks, and workflows.
- 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.
BENEFITS:
- 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
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. 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.
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