Renewal Manager, SMB - Americas

Hello! I am Alex, Head of Contract Management at Ashby. I am thrilled to be expanding our Contract Management team, as this function serves an important role in the success of our customers and the business.

Having a Contract Management team at Ashby allows our Sales team to focus on supporting prospective buyers on their journey to becoming an Ashby customer and existing customers expanding further into the product, while simultaneously allowing our Customer Success team to focus on the growth and success of our existing customers. With this harmonious relationship across the internal teams, we are able to make renewal and contract conversations meaningful and relevant to the needs of our customers, providing a top tier experience with Ashby.

About The Role As an Ashby Contract Manager for Startup accounts, you will play a key role in supporting our revenue function and customer satisfaction with customers who are up to 100 employees. You will manage annual customer renewals, month-to-month customer subscriptions, contract questions, and will collaborate closely with a number of internal teams across Ashby’s largest customer segment.

As a trusted guide to quickly growing and steady-state startups, you will need to secure early customer loyalty, guide non-recruiting personas through the renewal process, and provide hands-on assistance to customers. Attention to detail on a high volume of accounts will be essential, with an agile approach to secure continuing customers swiftly and solve for these smaller businesses creatively.

With a focus on helping small startups begin to meaningfully grow their businesses, you will identify opportunities to support these businesses and identify high growth accounts. Your work as a Contract Manager directly impacts our broader business goals, with Ashby’s Operating Principles woven into our processes.

This position requires expertise in core contract management competencies

• Navigating pricing and negotiation discussions with empathy and tact, while upholding a high level of respect for the value of Ashby and the services we render
• Leading the renewal process with customers, ensuring timely and successful contract renewals, with terms that align to both the broader business goals and solve for the customer’s needs
• Building and maintaining trust with customers, proactively addressing concerns and ensuring their subscription needs are met at time of renewal and throughout the customer lifecycle
• Managing day-to-day administrative tasks, such as customer outreach, generating order forms, and CRM maintenance
• Understanding contract terminology and how to communicate these terms to customers

Our ideal candidate will have a strong background in a combination of sales, customer success, and renewal management, with a proven ability to drive contract renewals and enhance customer relationships. In this role, you will work closely with our customers to ensure they receive maximum value from our offerings, ultimately contributing to customer retention and satisfaction. You will work in partnership with Sales and Customer Success to ensure that the right resources are engaged to maximize customer growth, driving expansion and renewal.

Ashby takes tremendous pride in our software; as such, we encourage all employees to have rich product knowledge. While the scope of your role does not require technical product aptitude, we will empower you with product knowledge to ensure you’re well-positioned for customer conversations (e.g. should tech stack pricing efficiency surface in a renewal, you are comfortable communicating our differentiators).

You could be a great fit if

• You enjoy finding creative solutions for complex situations – this in turn will allow you to successfully solve for both the customer and Ashby
• You are solutions-oriented – there is a solution to every problem or challenge we may face in Contracts
• You are detail-oriented – we work across many different systems, with fact-checking and record-keeping a paramount priority for this contracts role
• You are adaptable – you are able to be continuously learning and applying these learnings to your daily work
• You excel at cross-functional collaboration, leveraging the right teams and colleagues to provide a top tier experience and solution for each customer, while being respectful of other individuals time, priorities, and goals
• You have excellent communication skills over phone and email, and are able to navigate high pressure situations with ease and professionalism (strong public speaking skills translate well to this role)
• You delight in having autonomy over your schedule — there is a high level of accountability at Ashby, and we rely on you to complete your work; while all of your work will be visible to the entire company, you will be responsible for managing your time
• You display empathy in situations that require it – you understand where our customers are coming from and strive to find a solution accordingly
• You value transparency – there is clarity and honesty in every step of our renewal process, and within Ashby as a company

You might not be a great fit if

• You avoid taking ownership, and prefer to hand off various tasks
• Dynamic situations make you uncomfortable
• You find pricing conversations and negotiations demanding and taxing
• You do not enjoy admin work and prefer to be in face-to-face meetings all day
• You find it challenging to devise creative solutions for complex situations, which may hinder your ability to effectively address the needs of both the customer and Ashby.
• You prefer to work independently and not collaboratively
• You prefer a rigid schedule with limited autonomy, as you find accountability challenging
• You have difficulty working remotely full time