Renewals Manager, Mid-Market at Drift

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About Drift  

Drift is the Conversational Marketing platform that combines chat, email, video, and automation to remove the friction from business buying. With Drift, you can start conversations with future customers now, on their terms -- not days later. There are over 50,000 businesses that use Drift today to generate more revenue, shrink sales cycles, and make buying easy. Our mission is to use conversations to make business buying frictionless, more enjoyable, and more human.

About the team  

This team is heavily focused on expanding and renewing customers by engaging with customers early-on, before subscription renewals. The health of the existing customer base is crucial when retaining the dollars that have already been closed.  We work alongside the Customer Success Manager and Account Managers to drive adoption and user engagement, which will aid in the efforts for the Renewal team to grow the account. 

About the role

  • Driving the qualification, quoting, and Salesforce processes to bring renewals to a close.
  • Identify customer needs and demonstrate account management capabilities to guide renewal closure.
  • Own and execute win/win negotiation strategies for a variety of renewals that maximize contract value while protecting and enhancing customer trust.
  • Understand Drift’s Licensing Model to provide Customer assistance in licensing discussions.
  • Maintain and update a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies.
  • Leverage customer data and behavior to assess the health of each renewal.
  • Support customer conversations around renewal readiness, timing, and general customer procurement inquiries.
  • Collaborate with internal resources such as account executives, customer success, pricing, legal, revenue operations and product management to develop strategies for upcoming renewals.
  • Maximize account growth by playing a role on the account team and helping to identify incremental opportunities upon contract renewal.
  • Knowledgeable of Drift’s technology and what differentiates our products from our competitors to mitigate churn/at-risk renewals.

In one month you’ll 

  • Attend comprehensive organization training and learn the Drift story, how we work and our goals for the future
  • Experience in-depth product training, contract handling, and 
  • Have 1:1 meetings with your direct manager and meet with other key players 
  • Shadow colleagues and start working on your own pitch and outreach cadence
  • Learn to navigate and prioritize accounts
  • Receive your book of accounts

By month 3 you’ll 

  • Master Drift product and have a good understanding of the industry
  • Fully understand our internal ecosystem, billing/finance and be able to collaborate cross-functionally to provide a best in class sales process
  • Continue to learn renewal & expansion tactics
  • Build pipeline through well-crafted customer reviews and account engagement 
  • Prepare and present renewal presentations, executive summaries and successfully guide customers through the renewal process
  • Work toward hitting a fully ramped renewal book of business

By month 6 you’ll 

  • Build and manage a strong book of customers and provide accurate expansion/renewal forecast through Salesforce
  • Drive complex upgrades, cross-sells, expansion, and multi-year deals from initial contact through close; within a fast-paced environment
  • Master conversational sales and marketing practices 
  • Work with your manager to identify a plan of continued growth
  • Bring your thinking, strategy, and ideas to the team to advance our unique culture and vision for the future

About you and what type of skills you’ll need

  • 5+ years demonstrated success in a Renewal Management and/or Account Management and/or Sales/Customer Success -- ideally within SaaS offerings.
  • Experience managing customer retention and adoption of a SaaS product for complex/strategic accounts/territories.
  • Participate in AM/CSM led business reviews, and lead Renewals Meetings as needed.
  • Experience building relationships with peers and partners.
  • Excellent customer management skills; including sales, account management, and customer service.
  • Good customer management skills including sales, account management, and customer service.
  • Personal initiative to identify areas of process improvement and efficiency.
  • Must be a self-starter with the ability to work independently and in a team environment.
  • Strong level of urgency, organization and prioritization skills.
  • Strong process management, financial acumen and contractual engineering skills.
  • Ability to react and adapt to potential rapid shifts in priorities.
  • Exceptional verbal and written communication skills.
  • Strong work ethic and quota achievement.
  • SFDC, Dealhub, and Clari experience preferred.

Drift is committed to being an equal opportunity employer. 

We know that applying for a new job can be intimidating. But guess what? At Drift, there is no such thing as a “ideal candidate.” We believe in the power of teamwork -- and in the desire to learn something new every day. We believe in hiring people, not just skills. Take it from our CEO

If this sounds like a company you would like to join and a role you would thrive in, please don’t hold back from applying! Whatever skills you bring to the table or background you’re coming from, we welcome you to start a conversation with us. We need your unique perspective for our continued innovation and success. We’re looking forward to learning more about you!

Drift is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected] #LI-Remote

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

An Insider's view of Drift

What are some social events your company does?

Every summer we take a few days as a team and head to Western Massachusetts for Camp Drift! Camp is an amazing weekend where we take a moment to celebrate what we have accomplished, and set goals for the coming year.

Lacey

Public Relations

How do you collaborate with other teams in the company?

I feel really lucky because I get to work with the Sales, Customer Success, Product, and Ops team on a regular basis. We say "One team, one dream" un-ironically and are always willing to hop into anything that benefits the customer.

Sara

Conversational Marketing Specialist

What makes someone successful on your team?

Our leadership principles are the core of who we are and how we operate every day. Bringing these in to your actions, decisions, and how you deliver results is the surest way to be successful here. Walk the talk. Focus on the customer. Deliver results every single day.

Kari

Director of Learning and Development

What is your vision for the company?

Today, all of our lives run in real-time. As a result, our expectations for how we communicate with businesses have changed: we expect answers in real-time too. Customers have all of the power today, and that’s why we put a premium on how we’re treated. Businesses need to adapt to this shift in order to thrive today, and that’s what we focus on.

David

CEO, Co-Founder

What’s the vibe like in the office?

High-energy! From sales, to marketing, to customer success and beyond everyone rallies around one common goal which is putting the customer first. End of month is always exciting for this reason.

Amanda

Customer Success Manager

What are Drift Perks + Benefits

Drift Benefits Overview

Our employees are our greatest asset. To take care of you and your family we offer an extensive employee benefit plan. On top of comprehensive health, dental, and vision plans, we also offer generous PTO, parental leave for primary and secondary caregivers, 401K matching, wellness perks and discounts, free lunch, snacks and coffee every day, the Drift book club (one free book of your choosing a month!), a mentor series, and more.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Intracompany committees
We hold two all-hands meetings a week - Monday Metrics where we align on goals for the week, and Show and Tell where someone from each department presents a project they're working on.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
At Drift we have eight different Employee Resource Groups for people of similar backgrounds or interests to promote inclusion.
Hiring Practices that Promote Diversity
We have a recruiter devoted to diversity sourcing to help us reach our diversity related hiring goals.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Every other week Inner City Weightlifting comes to the office to teach a fitness class to Drift employees.
Mental Health Benefits
We offer all employees a free subscription to the Headspace meditation app, employee-led yoga and meditation breaks, and have an Employee Resource Group that focuses on mental well-being
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We have unlimited vacation time, which includes sick days, paid holidays, etc.
Paid Volunteer Time
Sabbatical
After working at Drift for three years, all Drift employees are eligible for a month-long sabbatical.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Our Conversation Spaces are all fully stocked with snacks and drinks for the employees who decide to utilize the spaces.
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
We offer a home office stipend to all employees, as well as a $100 credit each month towards internet, office supplies, etc.
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Customized development tracks
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