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Renewal Specialist
The global renewals team at Klaviyo focuses on retaining and expanding customer relationships by ensuring clients continue to see value in Klaviyo's platform. The team works closely with Customer Success, Sales, and other GTM teams to drive retention, reduce churn, and maximize renewal rates.
The Renewal Specialist will own and drive timely renewals for contracted Klaviyo customers (Commercial/SMB market). They partner with Customer Success and Growth teams to manage renewals, support upsell opportunities, and ensure a seamless customer experience throughout the renewal cycle. They thrive in a fast-paced environment, ensuring smooth execution through strong organization and cross-functional collaboration.
The Renewal Specialist is responsible for managing a portfolio of customer renewals, supporting retention efforts, and helping customers continue to realize value from Klaviyo’s platform. This individual will engage with customer stakeholders, collaborate across internal teams, and contribute to operational excellence within the renewals function.
Renewal Management – Manage the end-to-end execution of customer renewals (Commercial / SMB), ensuring timely contract completion and supporting customer retention goals.
Customer Relationship Management – Build and maintain relationships with customer stakeholders, providing a positive and professional renewal experience while addressing customer questions and concerns.
Cross-Functional Collaboration – Partner closely with Customer Success, Sales, Finance, Legal, and other internal teams to support renewal execution and identify potential growth opportunities.
Risk Identification & Retention Support – Monitor customer renewal activity and proactively identify risks to renewal success, escalating concerns and partnering with internal stakeholders on retention efforts.
Forecasting & Pipeline Management – Maintain accurate renewal forecasts, pipeline tracking, and CRM hygiene to support business visibility and planning.
Process Execution & Operational Excellence – Follow established renewal processes and contribute feedback and ideas to improve efficiency, scalability, and customer experience.
Negotiation & Commercial Support – Support renewal discussions and pricing conversations within established guidelines to help drive mutually beneficial outcomes.
Customer Advocacy – Act as a customer advocate internally, ensuring customer needs and feedback are communicated effectively across teams.
Experience: 2–5 years in renewals, account management, customer success, sales support, or another customer-facing role, preferably within enterprise software or SaaS.
Collaboration & Communication: Strong interpersonal, written, and verbal communication skills with the ability to build effective working relationships internally and externally.
Organization & Time Management: Ability to manage multiple priorities and deadlines in a fast-paced environment with strong attention to detail.
Problem Solving: Ability to identify customer challenges, think critically, and collaborate on solutions to support successful renewal outcomes.
Analytical Mindset: Comfortable leveraging customer data, reporting, and CRM systems to manage renewals and identify risks or opportunities.
Technical Acumen: Proficiency in CRM tools (Salesforce, Gainsight, etc.) and other customer management systems preferred.
Nice to
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£45,000 – £60,000 (Glassdoor, Levels.fyi, 2025)
