Opportunities at Craft portfolio companies


Renewals Manager Lead



Remote · United States
Posted on Wednesday, January 3, 2024


As the Renewals Manager at Horizon3AI, you will play a pivotal role in ensuring customer retention and revenue growth. Your primary responsibility will be to execute all phases of the renewal lifecycle, focusing on convincing customers to renew their Node Zero subscriptions. Your ability to analyze, respond to inbound renewal requests, and retain customers will be essential in achieving our ambitious goal of retaining 85% of our customer base. Additionally, you will collaborate closely with the Sales team to identify up-sell and cross-sell opportunities, contributing to overall revenue growth. This position is vital in meeting Horizon3AI's revenue goals and ensuring a positive experience for our valued customers.

Essential Functions:

  • Analyze and Respond to Inbound Renewal Requests:
  • Efficiently analyze and respond to inbound renewal requests, ensuring a balance between ease-of-processing and urgency.
  • Engage with customers via email, chat, or video calls to convince them to renew their yearly Node Zero subscriptions.
  • Execute Renewal Lifecycle: Manage all phases of the subscription renewal lifecycle, including notifying customers of upcoming renewals, preparing quotes, and closing renewal opportunities for accounts.
  • Retain Customers and Achieve Zero Churn: As an ambitious goal, focus on retaining 85% of existing customers by diligently following up on all renewals.
  • Collaborate closely with the Sales team to ensure a positive and seamless experience for all customers.
  • Identify Up-sell and Cross-sell Opportunities: Utilize interactions with IT professionals, managers, and purchasers to identify potential up-sell and cross-sell opportunities.
  • Forward these opportunities to the assigned Sales representatives for further action.
  • Utilize Salesforce and Streamline Operations:
  • Leverage Salesforce as the single system of record to streamline and optimize daily renewal operations.
  • Ensure accurate and efficient data entry and management within the system.
  • Contribute to Process Improvement:
  • Share ideas and insights to improve the renewal process and enhance the overall customer experience.
  • Be a Key Member of the Fast-growing Renewal Team:
  • As one of the first dedicated colleagues in the newly created renewal team, report to the Head of Revenue Operations.


  • Minimum of 2 years of Customer Service experience.
  • At least 1 year of Salesforce experience, with proficiency in using the platform.
  • Excellent organization and time management skills.
  • Strong attention to detail, particularly in data entry and management.
  • Proficiency in the Microsoft Office Suite.
  • Ability to quickly learn new tools and systems.
  • Strong focus on meeting deadlines and exceptional time management and organizational skills.
  • Effective collaboration and communication skills to work well with peers.

Travel: This is a fully remote position, but occasional job-related travel may be required, up to 5%. All travel expenses must be reviewed and approved by your manager.

Joining Horizon3AI as a Renewals Manager offers an exciting opportunity to play a critical role in customer retention and revenue growth. If you are passionate about customer success and have the required experience and competencies, we encourage you to apply and become an integral part of our mission to provide exceptional services and drive customer satisfaction.