MSP Customer Success & Renewals Specialist - Remote

Overview

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.

In Short

• 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 dashboards for renewals and customer success actions.
• Develop and maintain documentation for customer success and renewal processes.
• Monitor renewal pipelines and ensure proactive communication with the team.
• Support the preparation of renewal quotes, proposals, and contracts.
• Provide insights into customer usage, adoption, and health trends through data analysis.
• Maintain accurate customer data in the CRM and other systems.
• Act as a liaison between MSP Renewals team, Sales, and other internal teams.
• Support internal meetings and initiatives by preparing presentations and reports.
• Work with Customer Success Operations to support the development of customer engagement campaigns.

Requirements

• 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).
• Exceptional analytical skills with experience working in Excel or other reporting tools.
• 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).

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