Job Summary
As an Associate Renewals Manager, you will manage and optimize the contract renewal process for a portfolio of SaaS customers. This role requires strong relationship-building skills, a customer-centric mindset, and the ability to navigate data, product insights, and value positioning to drive successful renewal outcomes. You'll collaborate closely with Sales, Customer Success, and Revenue Operations to ensure customers recognize the value of our offerings and continue their partnership with Zendesk.
Experience: 1–2 years
Key Responsibilities
•Independently manage the full renewal lifecycle for a designated portfolio of accounts, ensuring timely, accurate, and high-retention outcomes
•Collaborate with Customer Success Managers and Account Executives to strategize renewal approaches based on customer health, usage, and satisfaction
•Proactively engage customers through scheduled check-ins and tailored outreach to reinforce value and anticipate objections
•Analyze account history and product usage data to craft compelling renewal narratives and forecast renewal risk
•Assist with quote creation, pricing validation, and contract management processes in collaboration with Legal and Finance teams
•Maintain CRM data accuracy (Salesforce) and contribute to forecasting and reporting dashboards
•Identify upsell and cross-sell opportunities and route them appropriately to Sales or CSM partners
•Continuously improve renewal workflows and contribute to the development of best practices and playbooks
Core Competencies
Business Knowledge
Stays current on product developments and competitive positioning, effectively mapping customer use cases to Zendesk solutions—including less common products—to support renewal success.
Relationship Management
Proactively builds trust with decision-makers, collaborates cross-functionally, and maintains regular touchpoints to strengthen the customer relationship and drive retention. Understands prompts for customer escalation and can execute quickly to gather appropriate audience.
Communication & Conflict Resolution
Clearly communicates Zendesk's value while managing concerns with empathy and professionalism, adapting communication style to navigate conflicts and achieve win-win outcomes.
Analytical Skills
Capable of interpreting basic customer data to support forecasting and decision-making, with guidance from senior team members.
Negotiation
Understands the importance of negotiation in renewals and is learning how to communicate value, address objections, and present options aligned with customer needs.
Qualifications
•1–2 years of experience in SaaS renewals, account management, customer success, or sales support
•Proficiency with Salesforce or similar CRM tools; CPQ experience is a plus
•Strong organizational and time management skills, with the ability to manage multiple renewals in parallel
•Excellent written and verbal communication skills
•Analytical mindset with the ability to interpret customer data and drive insights
•Bachelor's degree or equivalent relevant experience
Compensation
The Poland annualized base salary range for this position is zł155,000.00–zł233,000.00. Please note that while the salary range represents the minimum and maximum base salary rate for this position, the actual compensation offered will be based on job related capabilities, applicable experience, and other relevant factors. This position may also be eligible for bonus, benefits, or related incentives that will be communicated during the offer stage.
About Zendesk
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk's hybrid way of working enables people to purposefully come together in person, at one of its many offices around the world, to connect, collaborate and learn, while also giving flexibility to work remotely for part of the week.
