Renewals Specialist

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you're a close but not exact match with the description, we hope you'll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.
Klaviyo's Renewal Specialist serves as a key functional member of the GTM post sales team. You are responsible for orchestrating a successful and timely renewal process for manually-contracted Klaviyo customers, ensuring a seamless continuation of their partnership with Klaviyo. You will work closely with our customer success and customer growth teams to offer an outstanding customer experience, ultimately contributing to the growth and retention of our customer portfolio within your assigned customer accounts.
As a successful Renewal Specialist you will be adept at working cross-functionally, extremely organized, detail-oriented, and thrive in a fast-paced, rapidly changing environment.
Responsibilities:
Renewal Management

• Proactively manage the end-to-end renewal process for assigned customer accounts, ultimately increasing the renewal rate and reducing (gross) churn
• Work on upcoming renewals and engage with customers 90 days in advance to secure timely renewals and facilitate any internal approvals needed
• Prepare renewal quotes and contracts, ensuring accuracy and compliance with company policies
• Negotiation and Objection Handling
• Negotiate contract terms, pricing, and service level agreements within your assigned accounts to achieve win-win agreements
• Collaborate with customers to address any objections or concerns related to renewals
• Forecasting:
• Accurately forecast renewals and key metrics in a timely manner to the management team
• Utilize data and reporting tools to track renewal performance and identify at-risk accounts
• Continuous Improvement:
• Identify opportunities for efficiency gains to improve existing processes

KPIs & Objectives:

• Achieve renewal quotas and objectives
• On-time renewals
• Support business with ad-hoc initiatives
• Cross Functional Collaboration
• Work closely with the sales, customer success, finance, legal and other stakeholders internally to ensure a coordinated approach to renewals
• Identify any add-on or cross-sell opportunities and facilitate a conversation with the relevant CSM or customer growth representative

Communication

• Communicating with customers about the features and value of Klaviyo, our products and our available finance options

Requirements:

• Minimum of 2-3 years of renewals experience in a SaaS environment
• Proven ability to manage ambiguity and navigate an evolving organization
• Proven ability to work independently and collaborate effectively
• Outstanding verbal and written communication skills with the ability to present to a diverse audience, both internally and externally
• Talent for building solid relationships with internal and external stakeholders
• Excellent time management skills with a proven ability to meet deadlines
• Excellent organisational skills and attention to detail
• Critical thinker who can help create and improve processes
• Strong problem-solving, organization and negotiation skills
• Driven and competitive with a strong desire to be successful
• A proven track record of overachievement and renewal / commercial targets
• Ideally familiar with MEDDPICC methodology

The pay range for this role is listed below. Sales roles are also eligible for variable compensation. This role is also eligible for competitive benefits and perquisites, subject to company policy and applicable law
Base Pay Range in Local Currency:
€75.000 - €75.000 EUR
Get to Know Klaviyo
We're Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we're developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators-ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you're ready to do the best work of your career, where you'll be welcomed as your whole self from day one and supported with generous benefits, we hope you'll join us.
Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.
IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.