Note: The job is a remote job and is open to candidates in USA. Yoodli is an AI roleplay simulator that helps individuals and teams master communication through experiential learning. The Customer Success Manager - Renewals will own the end-to-end renewal process for Yoodli's high-volume customer segment, focusing on driving on-time renewals and managing a structured outreach cadence.
Responsibilities
- Own the full renewal lifecycle for a high-volume book of business
- Manage a growing portfolio of Tier 4 renewals ($10K and under) with increasing quarterly transaction volume
- Run a structured cadence - 120-day, 90-day, and 60-day touchpoints - to drive on-time renewals
- Lead pricing negotiations and contract restructuring conversations directly with customers
- Identify and execute save plays for at-risk renewals, partnering with CSMs when strategic context is needed
- Maintain accurate pipeline and forecast data in the CRM at all times
- Develop and refine renewal playbooks, email templates, and talk tracks for the Tier 4 segment
- Surface patterns in churn, downsell, and objection themes to inform broader CS and Product strategy
- Partner with RevOps to improve renewal workflows, automation, and reporting
- Maintain rigorous CRM hygiene, every deal, every stage, every note
- Work closely with CSMs to stay informed on account health and adoption context ahead of renewal conversations
- Flag expansion signals to Account Management or CSMs when customers express interest in growing their usage
- Partner with Finance and Legal on non-standard terms, co-terms, and restructuring
- Share customer feedback and renewal insights with Product and CS leadership
Skills
- 3+ years of experience in renewal management, commercial customer success, or transactional post-sales roles in SaaS
- Proven track record of managing a high volume of renewals or commercial transactions simultaneously
- Comfortable leading pricing and contract negotiations with customers directly
- Highly organized, detail-oriented, and process-driven, you don't let deals slip through the cracks
- Strong CRM discipline with a habit of keeping pipeline data current and accurate
- Clear, concise communicator who can move customers to action efficiently
- Thrives in a fast-paced, high-growth environment with evolving priorities
- Experience in a dedicated renewal management function (vs. renewals as part of a broader CSM role)
- Experience building or improving renewal playbooks and processes from scratch
- Comfort with data analysis, pulling reports, spotting trends, and using data to prioritize your book
Benefits
- Equity at a fast-growing, category-defining company
- Health, dental, and vision insurance
- 401(k)
- Flexible PTO
- Free lunches/snacks at the office
Company Overview
Yoodli is an AI-powered communication enablement platform that helps revenue teams scale roleplay and coaching—giving managers time back, building confident reps faster, and driving pipeline impact. It was founded in 2021, and is headquartered in Seattle, Washington, USA, with a workforce of 51-200 employees. Its website is https://www.yoodli.ai.