Renewals Customer Success Manager

Have you heard of BlueCat? We’re one of those hidden gems that’s been disrupting the market as a key player in the rapidly growing space of Intelligent Network Operations. Organizations require a new model of network operations that links foundational core services with a deep, predictive understanding of network health and performance to improve change readiness. BlueCat’s Intelligent NetOps is a first-to-market combination of systems of understanding and change. BlueCat enables teams to enhance agility and mitigate risks from high rates of change with a unified management lifecycle, from provisioning to proactive troubleshooting and remediation. At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion. As a Renewals CSM, you are the strategic owner of the renewal lifecycle for your portfolio of customers. You ensure that contracts renew on time, at the right value, and with clear alignment to customer outcomes. This is not a transactional role. You are responsible for driving retention through proactive risk management, strong stakeholder alignment, disciplined forecasting, and value-based negotiation. You work closely with CSMs, Sales, and Finance to ensure renewal strategy is aligned to overall account health, expansion opportunities, and long-term customer success. Key Responsibilities - End-to-End Renewal Strategy - Own and manage the renewal process for a defined portfolio of accounts (90–120 days prior to expiration). - Drive proactive engagement with customers and internal teams well before renewal deadlines. - Ensure renewals are positioned around value realized and future outcomes — not just contract continuation. - Forecast Accuracy & Revenue Predictability - Maintain an accurate rolling 90-day renewal forecast. - Clearly communicate renewal status, upside opportunities, and risks. - Partner with leadership to improve renewal predictability and reduce last-minute surprises. - Risk Identification & Mitigation - Identify churn risk early through partnership with CSMs and account teams. - Escalate strategically and proactively when needed to protect revenue. - Drive structured save plays where appropriate. - Value-Based Negotiation - Conduct discovery to understand evolving customer goals, budget dynamics, and organizational changes. - Negotiate renewal terms aligned to customer objectives and BlueCat’s value proposition. - Execute contracts in partnership with Sales and Legal. - Ensure renewals protect revenue while enabling expansion opportunities when appropriate. - Cross-Functional Collaboration - Partner closely with: Customer Success Managers Account Executives Sales Leadership Finance and Legal - Ensure renewal strategy is aligned to broader account growth plans. - Contribute insights on churn trends, pricing friction, and customer objections. - Operational Excellence & Process Improvement - Maintain accurate and timely data in Salesforce. - Ensure renewal documentation and forecasting hygiene are consistently high. - Identify and implement process improvements that increase efficiency and reduce cycle time. - Contribute to scalable renewal best practices as the organization evolves. What You Bring - 2–5 years of experience in Renewals, Customer Success, Sales, or Account Management in a B2B SaaS or technology company. - Experience managing renewal cycles with defined timelines and revenue targets. - Strong discovery and negotiation skills grounded in value-based selling. - Ability to manage multiple renewal cycles simultaneously with precision and organization. - Comfort engaging stakeholders at multiple levels, including procurement and economic buyers. - Strong analytical mindset and comfort working with forecasts and revenue metrics. - Experience using Salesforce CRM system. - Proactive, accountable, and comfortable operating in a dynamic environment. This position offers a salary range of $85,000 - $105,000 CAD per year plus participation in a discretionary bonus plan. Final compensation will be based on skills, experience, and qualifications. The role is for an existing vacancy.