Senior Customer Success Analyst – Expansion/Retention

Responsibilities

• Manage a portfolio of customers with direct responsibility for recurring revenue (MRR), retention and expansion metrics
• Lead contract renewal negotiations, cancellation reversals and contract expansions
• Identify opportunities for upsell, cross-sell and increased platform adoption
• Develop consultative relationships with stakeholders and decision-makers
• Prioritize opportunities using data, metrics and business context
• Operate with a commercial strategy across the portfolio

Requirements

• Experience managing strategic portfolios with high recurring revenue (MRR) at a SaaS company
• Proven track record of results in contract renewals, upsell, cross-sell and revenue growth
• Experience conducting complex negotiations with decision-makers and multiple stakeholders
• Ability to balance long-term relationship building with a focus on generating commercial results

Core Competencies

Demonstrates expertise in managing strategic customer portfolios with a focus on recurring revenue growth, contract renewals, and upselling opportunities. Proven ability to build consultative relationships with stakeholders while driving commercial results through data‑driven decision‑making.

Hard Skills

• Recurring Revenue Management
• Contract Negotiation
• Revenue Growth Strategies
• Complex Negotiation
• Metrics Analysis

Soft Skills

• Relationship Building
• Commercial Strategy Focus