• Architect the Scaled Journey: Design and refine a digital-first customer journey that blends automated triggers, live workshops, and community-led programming. • Drive Growth Metrics: Take full accountability for retention, health scores, and expansion revenue across the SMB portfolio. • Lead & Coach: Manage a team of four CSMs, coaching them to execute at scale while maintaining a high standard for customer outcomes. • Operationalize Success: Partner with CS Ops and Marketing to build repeatable playbooks and automated touchpoints that identify risk early and surface expansion signals. • Data-Driven Iteration: Use product usage and engagement data to continuously "A/B test" our success motions and improve efficiency. • Cross-Functional Influence: Collaborate with Product and Sales to ensure the SMB voice is heard and that our digital-first motions align with the overall company roadmap.

• Own the end-to-end success and retention for a dedicated cohort of Lighthouse accounts • Orchestrate the efforts of the embedded FDE and the Sustaining Engineering team • Develop and monitor leading indicators of account health • Act as the voice of our most strategic customers to Product Management • Identify new use cases and workloads within accounts • Lead high-stakes quarterly reviews demonstrating ROI

• Answer customer support questions via email, phone, and other related channels. • Communicate with customers across channels (email, phone, virtual meetings, and community forums) with professionalism, empathy, and clarity. • Write, review, edit, and update content for our knowledge base. • Collaborate with internal teams to establish content objectives, complete tasks, and identify and solve problems. • Work with internal teams to obtain an in-depth understanding of the platform. • Occasionally attend or take customer meetings. • Research and analyze competitors' product documentation for successes and failures, and compare to Eventeny current practices. • Maintain a positive, empathetic, and professional attitude toward customers.

Role Description We are hiring a Renewal Manager to build and own the renewal function at Datarails. This is a 0→1 role , meaning this person will not only execute renewals but also define, operationalize, and continuously improve the renewal motion. The primary goal is to protect and grow recurring revenue, with a strong focus on improving Net Dollar Retention (NDR) . This position is 100% remote-based anywhere in the United States or Canada. No sponsorship or relocation assistance is available. Qualifications - Direct renewal management experience (not just AM/CS exposure) - Experience in a B2B SaaS / tech company - Experience managing mid-market or enterprise renewal cycles - Proven track record of: - Owning renewal pipelines - Running commercial negotiations - Closing renewals on time Requirements - Exceptional Organization & Operational Rigor - Highly structured in managing pipelines, timelines, and stakeholders - Strong CRM discipline (ideally Salesforce) - Can independently manage high-volume, deadline-driven workflows - Detail-oriented without losing sight of business impact - This role requires someone who can build order out of ambiguity - Strong Negotiation Skills - Comfortable owning commercial conversations with customers - Able to balance customer satisfaction with revenue protection - Experience handling: - Pricing adjustments - Contract terms - Multi-stakeholder negotiations - This is not a passive role — they must confidently own the number - High Agency & Ownership - Self-starter who does not wait for direction - Takes full responsibility for outcomes (not just tasks) - Proactively identifies risks and solves problems early - Comfortable operating in an environment with limited structure - We need someone who will build the playbook, not follow one - Builder Mentality (0→1 Mindset) - Experience improving or creating processes (not just executing them) - Thinks in terms of systems, scalability, and efficiency - Identifies gaps and implements solutions across: - Renewal workflows - Forecasting accuracy - Cross-functional alignment - This person should leave the function significantly better than they found it - Strong Cross-Functional Collaboration - Works effectively with: - Customer Success Managers (CSMs) - Account Managers (AMs) - RevOps, Finance, Legal - Can influence without authority - Aligns teams around retention and revenue outcomes Benefits - Base compensation - The target base salary range will be between $100-120k USD per year, based on multiple factors including prior experience, skills, and location. - Meaningful equity - US: 401(k) plan with up to 4% match - Canada: 4% RRSP contributions - US: Top-of-the-line healthcare (medical, vision, and dental), with 100% paid coverage for employees + generous coverage for dependents - Canada: Extended healthcare coverage - Parental leave - Flexible PTO + 12 paid company holidays - Life insurance - And more!