Customer Success Advisor - Renewals

TestGorilla is seeking a Customer Success Advisor, Renewals to join our remote-first team. In this role, you will manage commercial conversations for customer renewals, handling pricing, billing, plan changes, and migrations to usage-based pricing. You'll work alongside AI agents, focusing on negotiations, objections, and complex cases that require human intervention, while training the agents to handle routine tasks. This is a high-volume, commercially-focused position for someone who is commercially astute, organized, an excellent communicator, and calm under pressure.

About TestGorilla

At TestGorilla, our mission is to place 1 billion people in their dream jobs by building the world's leading skills-based talent discovery platform. Founded in 2020 as a 100% remote company, our global team is united by high standards, a lot of heart, and a relentless drive to conquer new technological frontiers. We are AI-fluent builders dedicated to replacing bias with fairness. Having empowered thousands of companies to hire smarter and faster, we are now scaling up, and you'll play an instrumental role in creating a world where skills matter most.

About the Role

As our Customer Success Advisor, Renewals, you will lead the commercial conversations essential for customer retention. Your responsibilities will include:

• Managing renewals from initial quote to signed order.
• Handling pricing, billing, plan changes (upgrades/downgrades), and guiding customers through our migration to usage-based pricing within established frameworks.
• Working through cancellation and dispute conversations using retention and refund guidelines, escalating complex cases to management.
• Collaborating with AI agents who manage routine renewals and billing tasks, allowing you to focus on negotiations, objections, and non-standard resolutions.
• Reviewing AI agent work, correcting errors, and providing feedback to improve their performance over time.
• Maintaining accurate CRM hygiene in our agentic customer success platform, ensuring all renewals, plan changes, and disputes are logged correctly.

This is a high-volume role with a commercial edge, managing a steady pipeline of renewals and commercial cases across self-serve and mid-market customers.

Responsibilities

In this role, your responsibilities will include but not be limited to:

• Uphold TestGorilla's behaviors and foster an inclusive, supportive culture.
• Collaborate effectively with global colleagues across teams and time zones.
• Own renewals from first quote to signed order across our self-serve and mid-market customers, for both our assessment and sourcing products.
• Handle pricing and billing negotiations, upgrades, downgrades and our usage-based pricing migration within our pricing framework and playbooks: quoting, explaining what changes and what it means for the customer's spend, and landing the plan that fits how they use the product.
• Work cancellation and dispute conversations through our retention and refund guidelines, resolving unexpected charges and refund requests with Finance and retaining the customer where we can.
• Work alongside our AI agents, letting them handle the routine end of renewals and billing while you take the negotiations, objections and cases that need a person.
• Train the agents: check what they send before it reaches customers, correct what's wrong, and feed back what you learn so they handle more of the routine work over time.
• Maintain a single source of truth in our agentic customer success platform, with non-negotiable CRM hygiene: every renewal, plan change and dispute logged accurately so the team and the agents work from the same picture.

What You'll Bring

We're looking for someone who:

• Is passionate about TestGorilla's mission to help one billion people find their dream jobs.
• Is commercially astute, with experience managing renewals and negotiations at scale in a Customer Success, Renewals, Account Management or Sales role. You can quote, explain a price change, and apply a pricing and discount framework to get to the best outcome. This is a must-have.
• Is AI fluent and has personally built automations or agentic workflows (in n8n, Zapier or similar), with experience working alongside AI agents or automation in a customer-facing role. You can show us what you automated and what it delivered. Using an LLM alone is not enough. This is a minimum requirement.
• Communicates clearly, in writing and on calls, in English and Spanish. Fluency in both is a requirement.
• Is good with customers: you build relationships, stay calm in challenging conversations, de-escalate and retain, and manage a high volume of cases without letting any slip. You treat CRM hygiene as part of the job, not an afterthought.
• Thrives in a fast-paced, remote-first environment with high expectations and some ambiguity, and is honest with yourself that this is the kind of place you want to work.
• Learns fast and stays curious: you pick up new tools quickly, ask good questions, check answers rather than accept them, and give and take feedback in the moment.
• Is available for customer calls during US business hours. This is a requirement.

We actively seek diversity and encourage applications from everyone. If you're interested in this role but your experience doesn't perfectly match the description, please still apply.

Bonus Skills

While these skills aren't a requirement, we'd be very interested to hear from you if you have:

• Prior familiarity with Chargebee, Zendesk, HubSpot, n8n, Jira or Confluence.
• Experience with usage-based or credit-based SaaS pricing models.

What's in it for You?

• Global Team: Join a fully remote, mission-driven team from around the world.
• Competitive compensation: Receive competitive pay + Share Appreciation Rights (SARs).
• Remote & flexible work: Work from almost anywhere with flexible hours and asynchronous work to balance work and life.
• Remote work budget: €1,000 available each year or up to €2,000 from day 1 if you're buying a laptop!
• Growth & development: Invest in yourself and your career with a 3.5% L&D budget and clear growth opportunities.
• Stimulating work environment: Tackle new challenges and work with innovative technology in a dynamic setting.
• Connect with your team: Join optional fun virtual socials, AMAs with team members and leadership, and regular fun chats to build a strong sense of community.
• TestGorilla community groups: Join peers to build community and boost opportunities for connection, advocacy, and professional development.
• Parent/Caregiver support: We provide a caregiver-friendly work environment with paid 8-16 week parental leave and tailored return-to-work approaches.
• Work-life balance: Our unlimited and flexible time off policy empowers you to take the time you need to recharge and maintain your well-being.

Interested?

We believe in using our own product to ensure fair and objective hiring. If this role aligns with your skills and aspirations, we invite you to complete one of our very own assessments. This will give you a firsthand experience of our platform and help us get to know you better. TestGorilla is committed to building a diverse and inclusive workplace and encourages applications from people of all backgrounds. Accommodations for test anxiety are available upon request and will not negatively impact your application.