Renewals Manager - Gladly

About Gladly

For business leaders who want to get AI right, Gladly is the only customer experience AI that delivers the cost savings they need AND the customer devotion that drives lasting business value. With over a decade of singular CX focus and trusted by the world's most customer-centric brands including Crate & Barrel, Breeze Airways, and Ulta Beauty, Gladly was designed for devotion, not deflection: purpose-built to engage customers and turn every conversation into lasting relationship equity. The result is experiences that are radically personal and effortlessly scalable, emotionally intelligent and operationally efficient.

At the heart of our simply powerful platform, Gladly maintains one continuous conversation across all channels while striking the perfect balance of AI and human connection. With 450M+ conversations powered globally, $510M+ cumulative cost savings delivered for customers, and a 65% increase in CSAT, this is a team where your work has real impact at scale.

The Team

You'll join Gladly's Customer Success Management team, a commercially-minded group that treats retention and revenue growth as inseparable. Our mission is to build long-term, trusted relationships with customers by helping them realize value, and to translate that value into renewed and growing revenue. We partner closely with Strategic Account Management, Finance, and Sales to keep our growth accounts thriving, and we operate with a shared sense of ownership and mutual accountability across the team.

The Opportunity

We're looking for a Renewals Manager to own the renewals motion for our growth customer base. You'll act as the primary point of contact for renewal-related inquiries, leading negotiations, reviewing contracts, and collaborating across teams to ensure a smooth process. Your goal is to secure renewals and minimize churn while delivering an outstanding experience to our customers.

This role is based in Colombia and supports our US-based growth accounts, requiring strong English communication skills and comfort working across time zones. It also offers a clear path to grow into a Strategic Account Manager position.

What You’ll Do

• Renewal Ownership: Manage the end-to-end renewal process for a portfolio of growth accounts, from initial outreach through signed agreement. You'll be measured on the percentage of revenue you retain and grow, including through price increases and expanding accounts to include products like Sidekick.
• Commercial Negotiation: Lead negotiations using established best practices to secure favorable agreements that align with company goals, balancing customer satisfaction with revenue outcomes.
• Risk Identification & Cross-Functional Collaboration: Identify early warning signs of risk and coordinate with Sales, Customer Success, Finance, and Revenue Operations to keep renewals on track and aligned.
• Account Documentation: Document renewal activities in Slack and Salesforce, ensuring data accuracy for forecasting and reporting.
• Customer Engagement: Communicate professionally and empathetically with customers via phone and email, maintaining high customer satisfaction throughout the renewal process.

What We’re Looking For

• Experience: 2+ years in a client-facing, revenue-oriented role (Customer Success or Account Management), preferably in B2B SaaS.
• Location: Based in Colombia, working remotely while collaborating with US-based teams and serving US-based customers. Strong English proficiency (C1+) is required.
• Revenue Track Record: Demonstrated experience managing a high volume of renewals while maintaining accuracy and customer empathy.
• Commercial Mindset: Strong commercial acumen with experience managing and negotiating contracts. You see renewals as a revenue-growth opportunity, not just a retention task.
• Operational Discipline: Highly organized, detail-oriented, and able to manage multiple renewal cycles simultaneously.
• Communication: Exceptional verbal and written communication skills to work effectively in a remote-first, cross-time-zone environment.
• Collaboration: Strong teamwork and cross-functional collaboration abilities.
• Tools: Familiarity with Salesforce (or equivalent CRM).

Compensation & Benefits

Salary for this role: $35,000 - $65,000 USD (may be paid in USD or COL pesos, depending on COR or EOR contract options - full-time opportunity).

Cash compensation includes base salary and does not reflect potential commission or annual bonus targets for eligible roles. Individual compensation is based on experience, career level, skills, and geographic location.

When you join Gladly, you'll enjoy:

• Competitive salaries, stock options, and comprehensive benefits
• Generous paid time off, parental leave, and home office stipends
• A fully remote work environment with opportunities for in-person team gatherings
• A strong commitment to professional growth and an inclusive workplace
• A culture where AI tools are used daily in our workflows