Renewals Manager

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Turtl is an exciting software company with more than 300 customers around the world and 120+ employees based in London and Boston.

Our software enables anyone to create, personalize, publish and track digital documents - with no need for specialist design or coding skills. Turtl is used by businesses of all sizes, from small organizations to big names, such as Cisco, Nestle and Lexus. We think there's huge potential for growth given the wide applicability of our software and the clear benefits we're hearing from customers.

It's a fast-paced work environment, so we're looking for talented people who want to continuously learn and actively embrace challenges. You'll find Turtl a straightforward and open place to work, where colleagues can be relied on to help.

If you're ready to take that next step in your career, then it's a great time to be joining the team!

LONDON

Our London office is located within WeWork, Spitalfields, a unique coworking space in the heart of East London's tech hub. With an open-plan space, ideal for collaborative working and networking, this is home to a broad range of teams including Marketing, Customer Success, Sales, Account Management, Finance, Legal and People teams. We have on-site cafe, rooftop terrace/bar, weekly wellness and cultural events, as well as fully stocked kitchens within the building.

THE ROLE

Reporting into the Head of Renewals, you are responsible for renewing large volumes of customer contracts. In doing so, you will proactively support, manage and close customer renewals. You will play a critical role in supporting Customer Success at appropriate points during the customer contract lifecycle, acting as the commercial lead where necessary, enabling you to identify and understand account risks and opportunities early.

Review, manage and prioritize activity across your customer base, in line with individual customer contract lifecycles. You will own the customer renewal process, which must begin at least 6 months ahead of the contract (auto) renewal date ('Renewal Period'). Your primary objective is to ensure contract renewal. Retention is the primary goal of the renewals manager.

WHAT YOU'LL DO

Prior to the Renewal Period your responsibilities include:

• Providing support to the CSMs on any commercial related queries they are unable to answer, including helping with commercial escalation where CSMs have identified risk;
• Implement early renewal and upsell conversations with customers which are well positioned for growth, based on the customer journey and health;
• Working with CS, ensure an appropriate level of customer stakeholder engagement to help position accounts well for renewal, including attending QBRs, where necessary.

Throughout the Renewal Period, take ownership of the customer renewal process for your customer base. Responsibilities include:

• Maintaining transparency by notifying customers of contract auto-renew by no later than the beginning of any Renewal Period or, if earlier, as otherwise required contractually;
• Deploying appropriate retention strategies to ensure renewal for accounts with a red health status;
• Working to secure upsell opportunities (as part of the renewal) for accounts that are well positioned for expansion;
• Ensuring that all administrative tasks, such as obtaining POs, when required, forecasting, quoting, agreement negotiations, order/contracts and HubSpot updates are completed.

Requirements

• Proven experience in a customer-facing role, with a focus on contract renewals, account management, or sales.
• Strong negotiation skills and ability to navigate complex customer relationships.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Great organizational and time management skills, being able to prioritize tasks effectively, in order to meet deadlines.
• Analytical mindset with proficiency in data analysis to help guide decision making.
• Self-motivated and results-oriented, with a track record of exceeding targets.
• Thrive in a collaborative team environment, actively contributing to knowledge sharing and leveraging collective expertise to drive success.
• Familiarity with CRM software (specifically Hubspot) and contract management tools (particularly Vitally) is highly advantageous.

Benefits

We offer a competitive base salary, share options within Turtl, plus up to 25 days of holidays (plus bank holidays), as well as a birthday day off. Funded by Turtl, you'll be enrolled in our workplace pension, life assurance and BenefitHub schemes. We offer our employees a flexible approach to hybrid working where they can split their time between working from home and the office.

EQUAL OPPORTUNITIES STATEMENT

Turtl is an equal opportunity employer and are committed to growing a diverse workforce that represents all people regardless of race, ethnicity, religion, age, gender identity or expression, sexual orientation, disability or neurodiversity. We encourage applications from all backgrounds and will make any recruitment or interview adjustments that will ensure a comfortable candidate experience.