Our mission is to create authentic belonging experiences for those who own much-loved homes, and those longing for that feeling.
Belong is changing what it means to rent a home by putting people first. It’s where hospitality meets consumer real estate—and it’s about to redefine an entire industry. We’re backed by Andreessen Horowitz (a16z), GGV Capital, and Battery Ventures, just to name a few of our all-star investors.
The Opportunity:
If you are eager to build processes to scale, keep reading! We are looking for a Renewals Lead to pioneer the renewal model at Belong. As the first hire on this team dedicated to renewals, you will be instrumental in building the processes that will enable us to achieve best in class retention rates. You will partner with the Member Success Manager and Pod Leaders, and will heavily influence the cadence, systems and reporting structures used to retain Belong’s portfolio of homes, while providing delightful member experiences that will increase NPS.
You will play an essential role in supporting our Customer Success and Growth organizations, and your work will directly impact our corporate goals. You will work directly with our unique customer group, and will provide critical feedback from our community members to help our team and other Belongers better understand their needs.
This position requires a strong systems and process mindset, the ability to manage and close large volumes of opportunities and the desire to help build the motion from the ground up. The Renewals Lead will collaborate with the Success, Growth, Operations and Legal teams to maximize renewal success while looking for additional opportunities for upselling additional revenue.
Who you are:
- Track record of being responsible for a retention number, and delivering on that number with consistent results
- Comfortable speaking with customers on all levels
- Proven track record of navigating negotiations and escalations with customers
- Experienced with project management, working cross functionally and owning outcomes where you are reliant on others to collaborate with you
- Quick learner and can work effectively in a high growth environment
- Detail and process oriented
- Excellent listening and communication skills- both verbal and written
- Energetic, kind, and motivated with a high level of emotional intelligence.
- Ability to quickly gaining trust and build relationships at all organizational levels both externally and internally
- 2-4 years proven experience working in customer success, renewals, or account management
- Familiarity with Task Asana and Zendesk or comparable (Preferred)
Responsibilities
- Own Homeowner retention goals and process across our active customer base
- Work directly with CSMs to accurately forecast retention and churn rates
- Develop the playbook to help de-escalate situations that could lead to Homeowner churn
- Interact directly with Homeowners to answer questions through email, video, phone, and other channels
- Collaborate with Customer Success Managers and Account Managers on understanding Homeowner’s goals and opportunities for improvement related to their Homeowner Agreement with Belong
- Suggest improvements to current processes and operationalize new solutions